Customer & Revenue Workflows — Drive Revenue and Delight Customers
XaktiNow implements the full customer workflow suite — CSM, FSM, and SOM — to create seamless, AI-powered customer experiences across every channel and touchpoint.
Overview
Customer-facing workflows are where ServiceNow drives revenue growth, customer satisfaction, and operational efficiency.
XaktiNow connects front-office customer service with back-office operations for seamless case resolution. Our implementations leverage Now Assist for CSM and FSM to deliver AI-powered summarization, sentiment analysis, and intelligent response suggestions.
- B2B, B2C, and B2B2C business model configuration
- Omni-channel interactions with 360-degree customer view
- AI-driven scheduling and mobile-empowered field technicians
- Quote-to-cash order lifecycle and fulfillment orchestration
- Real-time sentiment-driven prioritization for sensitive cases
XaktiNow Customer & Revenue Solutions
End-to-end CSM, FSM, and SOM capabilities to transform support into a growth engine.
Customer Service Management (CSM)
Transform from reactive ticket resolution to proactive, AI-powered CX. Omni-channel case management, Products & Contracts, Major Issue Management, Now Assist for case summarization and sentiment analysis. 360-degree Customer Central.
Field Service Management (FSM)
AI-powered scheduling optimization, mobile field service tools, and predictive maintenance. Dynamic scheduling, Dispatcher Workspace, work order management, preventive maintenance. Now Assist for work order summarization and closure notes.
Sales & Order Management (SOM)
Streamline quote-to-cash with order capture, decomposition, and fulfillment orchestration. Product catalog, subscription management, multi-step fulfillment plans. Telecom Service Management for network operators.
Customer Analytics
Agent productivity analytics, persona-based dashboards, CSAT survey integration. KPI dashboards for first-time fix rate, SLA compliance, and technician utilization. Order pipeline and revenue visibility.
What Transformation Looks Like
Outcomes CX and revenue leaders can expect from modern, AI-powered XaktiNow implementations.
- Unified 360-degree customer view connecting front and back office
- 30% reduction in travel time with optimized routing and scheduling
- 40% decrease in administrative overhead via automated documentation