Service Management Use Cases

24/7 Support
Self-Service Knowledgebase
Smart Ticket Routing
Live Chat Interactions
Streamlined Services Workflows
Automate Alerts
Engage in Real-Time
Analyze Customer Satisfaction Metrics

Complete the Customer Experience with Service Management

Customer service teams field requests from every angle – phone, chat, social media, email, website forms and more. Service management tools aggregate that information so teams can process more requests and facilitate better issue resolution. These positive services interactions not only build customer loyalty, but they promote word-of-mouth references for new business. Collecting customer service data can get you ahead of a problem by identifying patterns and letting your company proactively respond to issues before they happen.

Tips for Evaluating Service Management Solutions

Self-Service Options

People no longer work a 9-5 day. They work all hours, and they want their answers in real-time. Whether it’s a knowledge base, self-service ticketing, FAQs, or ticket status updates, a service management solution should offer some self-service capabilities to ease pressure on your support team and give customers insights on their requests. If you combine the knowledge base with AI, the AI can understand the problem and suggest the most likely solutions.


Chat is a popular way to service a lot of clients through a single support person. Chatbots can reduce the amount of time your service technicians spend on a client interaction. They can provide KB articles to solve the most common problems and they can be used to route the customer to the correct service technician.

Analytics That Inform

Look for the ability to track crucial analytics by issue, product, and service technician. Key services analytics include: mean time to repair, queue wait time, mean time to service, and fixed on one call.

Multi-Channel Communication

Services teams must meet customers where they are. A robust service management solution allows them to communicate on multiple channels at once.

What Customers Say About Us

I have worked with TAI for over 15 yrs. with my past two organizations and look forward to continuing our relationship for many years to come. Working with TAI has proven to be a one stop shop for my organization from all phases of CRM support and technology review to quality and cost analysis and product review. This has ensured we have had the latest technology at a fair price for our organization with amazing support from TAI.
Linda Stanko, Recept Pharmacy
We have been working with Technology Advisors since 2013 and we will continue this great relationship. Their knowledge of SugarCRM is second to none and together we are able to tackle many difficult software integrations to shape Sugar to best fit our needs.
Jean-Paul Lupori, Captive Resources, LLC
One of the things that stood out from the start was the transparency and the helpfulness of being able to guide us along the paths that were the best for us. Technology Advisors always did their best to make sure that we are on the same page with all the new ideas and initiatives that we come up with.
Tim Ryan, Hershey's Ice Cream
Throughout the past 4 years, TAI has not only become an extension of our team, but a crucial asset. We truly appreciate their attention to detail & their ability to bring our out-of-the-box CRM needs to fruition.
Tara Cowling, AEM
We’ve been working with Technology Advisors for over 3 years. With their guidance, we’ve been able to innovate and create business processes that enable us to be more efficient with our time and money.
Dan Johnson, BASYS

Get Started with Service Management

Need help with service management? Reach out to schedule a FREE consultation.

You Know Your Business. We Know Your Software.

Purchasing software can be overwhelming. There are so many solutions on the market that it's hard to know which one will best serve your needs. Our job is to relieve you of the stress by recommending solutions based on your business goals, budget, and what will work with your existing applications. We've done the research so you don't have to. Check out the service management solutions below. Then, let our team help you qualify and select the right one for your needs.

Service Management Solutions


Nubitalk is a cloud-based contact center powered by Collab. It is an omnichannel solution that integrates multiple media channels (voice, video, chat, email and social media) in a single interface. Nubitalk is a great solution for every company size because it has a comprehensive array of features but it’s intuitive and doesn’t require coding skills to be set up. It also offers great flexibility because users pay only for what they use, without upfront investment. Nubitalk - customer engagement made easy.


Zendesk is the leading provider of proven, cloud-based customer service software. It’s the fastest way for growing organizations to enable great customer service because it facilitates excellent one-on-one support to build out self-service options and proactive customer engagement. Zendesk’s goal is to enable customer relationships that are more personal and productive by streamlining support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most — better customer service and more meaningful conversations.

Services Creatio

Service Creatio has two versions, Customer Center and Service Enterprise. Both include: omnichannel communications, a contact center, BPM, service catalog, knowledge management, synchronization & integration, and a system designer.

Sugar Serve

Sugar Serve is an intelligent CX platform that helps agents stay on top of case routing, case management, and customer satisfaction. Offering 60+ out-of-the-box reports and many out-of-the-box BPM features, Sugar Serve has everything a service agent needs to configure processes, check interaction histories, and analyze trends to build the ultimate customer experience.