This documentation supports the 23.3 and consecutive patch versions of BMC Helix Customer Service Management.To view an earlier version, select the version from the Product version menu.

Getting started with BMC Helix Customer Service Management

BMC Helix Customer Service Management (CSM) is a next-generation end-to-end service management application suite focused on external customer service excellence – B2B, B2C, G2C.  The customer 360 profile aggregates data from various customer systems of record featuring insights on customer status, segmentation, preferences, language, products and services, activities, sales history, payment history, profitability, contracts, case history. In addition to Net Promoter Score (NPS), Customer Satisfaction (CSAT), other metrics like Customer Effort Score (CES), Customer Sentiment, etc. are also captured to provide more insights and strengthen customer loyalty.  This key information supports the customer service agent during customer interactions.

The BMC Helix Customer Service Management (CSM) application supports multi-channel interactions for complaints, requests, suggestions, enquiries and other customer interactions – and manages the fulfilment of these interactions with other departments such as billing, legal, service quality, treasure, regulatory, marketing, collections, loans, cards, procurement, operations team and others. Further the collaboration console assists in involving other teams that may not be directly related to the case to collaborate such as Sales, Marketing, Retention team and others. 

The following video (4:48) gives an overview of BMC Helix Customer Service Management:


 

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