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Customer Service Management

Thebes help clients to digitise the services that automate and connect your business to your customers, using the Cherwell ITSM tool.

Improve your customer experience

Managing technology involves a dynamic shift to how you improve customer experience processes.  OSM reduces analogue bottlenecks and inefficiencies while delivering a seamless, digital customer experience throughout.

Our key Customer Service Management capabilities include:

  • Complaints management
  • Request update / status
  • How do I?
  • Book a meeting / appointment
  • Planning request
  • Returns processes
  • Information portals
  • Emergency response
  • Citizen services
  • External customer service

Banish complexity

Today, in big business and in government departments, many customer interaction points remain disjointed, disconnected or even analogue.  Customers are still being asked to download forms, fill in details, scan and return.  In more advanced cases, web forms are used, but these may still be disconnected from business processes.  Even those that are connected to a business process may still be ‘coded’ services that are difficult to change.

Old-fashioned IT solutions are delivered by patching fragmented technologies, which are inefficient and frustrating for the customer, as well as difficult to change and to report upon.

Intelligent IT services

Thebes Group focuses on the end result and that includes ensuring a superior customer experience.  We use IT intelligently to deliver services that connect the business to the end-user, while also providing the technology that underpins marketing, sales and customer services.  By adopting a seamless and connected approach, clients have a comprehensive solution that allows them to easily build forms, portals, workflow, integrations and reports – all residing on one common and fully integrated platform.

Cherwell’s Customer Service Management capabilities will help our clients raise customers’ experience and approval ratings to a whole new level.  Along with fully aligned processes, automated workloads and removal of mundane tasks, the breadth and depth of digital services will strengthen positive engagement with customers and reflect positively on your business.


Cherwell Partner