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Customer Service Hub
Move B2B and franchisee support off email and onto ServiceNow CSM.
Short answer
Customer Service Hub moves B2B customer, franchisee and partner support off shared mailboxes and onto ServiceNow Customer Service Management (CSM). Every request becomes a tracked case with an owner and an SLA, common questions are answered from knowledge in a portal, and exceptions reach the right team with context. It runs first as a measured pilot.
Last reviewed Nov 3, 2026
Key takeaways
- A baseline of external demand by intent.
- CSM configured for your case types and SLAs.
- A portal with answers to the top questions.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.
Who it's for
- 01
Centers supporting franchisees, distributors or B2B customers by email.
- 02
GBS Heads who can’t see external demand by intent.
- 03
Platform Owners who already run CSM licenses with low use.
How it runs
- 1
Baseline
Measure mailbox volume, intents, response times and repeat contacts.
- 2
Design
Accounts, contacts, case types, SLAs and a portal on CSM.
- 3
Pilot
Move one customer group or region; close its mailbox on a set date.
- 4
Scale
Add groups in waves, with reporting by intent and account.
What you get
- A baseline of external demand by intent.
- CSM configured for your case types and SLAs.
- A portal with answers to the top questions.
- Pilot results against the baseline.
What we measure
Cases on CSM vs email
First response and resolution time
Self-service resolution
Repeat contacts
What's in and out of scope
ServiceNow platform only. Move B2B and franchisee support off email and onto ServiceNow CSM.
We start from what your tier already includes. We sell no licenses. If a step needs a product you don't own, we say so up front.
Every engagement has a named ANSR lead and a named inMorphis lead from the first call.
Request a Platform Value Scan
A short call confirms fit. Nothing starts until you've signed an NDA and approved read access.
Questions about Customer Service Hub
Do we need CSM licenses?
Usually. The Platform Value Scan checks what you already hold, and we'll say if a step needs a product you don't own.
Do you have a named result for this?
Not yet, which is why it runs as a measured pilot against a signed baseline.
Talk it through with both named leads.
30 minutes on your scope and your numbers.
By ANSR × inMorphis. A named lead from each firm joins your first call.