Customer service platform consulting & implementation services
Help service teams resolve issues faster with the customer context, knowledge, and automation they need.
XCentium helps organizations implement and improve customer service platforms across case management, routing, knowledge, self-service, digital channels, automation, AI, and integration. We connect service with customer, commerce, order, and account data so customers and service teams have better context throughout the interaction.
Connect service with the rest of the customer relationship
Customers do not experience service as a separate system. When they contact a company, they expect the person or digital experience helping them to understand who they are, what they purchased, what happened previously, and what needs to happen next.
Service teams struggle when that context is fragmented across commerce, CRM, order management, knowledge, and other systems.
We help connect those systems and design workflows that give customers and employees a more consistent path to resolution.
How we help with customer service
Customer service strategy & platform implementation
Define customer service requirements, channels, workflows, integrations, data, automation, and platform capabilities around the needs of customers and service teams.
Case management & routing
Improve how customer inquiries become cases, move through queues, receive priority, reach the right resources, and escalate when required.
Knowledge & self-service
Create and connect knowledge, help content, portals, and self-service capabilities so customers and employees can access more useful answers.
Omnichannel service
Connect email, chat, messaging, phone, portals, and other service channels so customer context and workflows can move more consistently between interactions.
Automation & AI
Use automation and AI to handle routine requests, retrieve information, summarize customer context, suggest responses, route work, and assist employees while preserving defined escalation paths.
Customer & operational integrations
Connect service with CRM, commerce, orders, inventory, ERP, customer data, knowledge, and other systems needed to understand and resolve customer requests.
Common challenges we help solve
Customer information spread across systems
Service teams without visibility into orders or purchases
Manual case routing and repetitive service tasks
Slow response and resolution times
Inconsistent service across channels
Knowledge that is difficult to find or maintain
Limited customer self-service
Disconnected CRM, commerce, and service workflows
Difficulty introducing AI into service responsibly
CASE STUDY
Mattel
We partnered with Mattel to implement Salesforce Service Cloud and connect inquiries, order support, returns, and warranty workflows.
Connected service channels
Brought phone, email, and web interactions into one system.
Clearer order visibility
Unified order histories and tools for Mattel’s service agents.
Simpler returns
Enabled return labels, refunds, replacements, and order servicing.
Better service reporting
Added performance tracking to improve visibility into service work.
Related assessments & offers
CRM fit & process review
Align your CRM platform, workflows, and customer processes to improve efficiency and engagement.
AI use case workshop
Identify practical AI opportunities aligned to your business goals, workflows, and operational priorities.
Data readiness assessment
Evaluate the quality, structure, and accessibility of your data to support analytics and AI initiatives.
Frequently asked questions
Customer service technology can include case management, routing, knowledge, customer self-service, digital channels, telephony, automation, AI, customer data, order information, reporting, and integrations with CRM, commerce, and other enterprise systems.
XCentium provides customer service platform consulting and implementation services across service strategy, platform implementation, case management, routing, knowledge, digital channels, self-service, automation, AI-enabled workflows, integrations, optimization, and ongoing support.
Yes. Connecting customer service with commerce and order management can give service teams visibility into purchases, order status, returns, inventory, and other information needed to resolve customer requests without switching between disconnected systems.
AI can automate or assist with defined service activities such as retrieving knowledge, answering routine questions, summarizing customer history, suggesting responses, routing requests, creating cases, checking order information, and identifying when escalation is needed. Human escalation and governance remain important parts of the design.
Omnichannel customer service connects interactions across channels such as phone, email, messaging, chat, portals, and self-service while preserving the customer context and operational workflow needed to provide consistent support.
XCentium works with Salesforce Agentforce Service (formerly Service Cloud) for case management, service channels, knowledge, automation, and AI, connected with Data 360, commerce, and order information. Coveo and Algolia can support knowledge search, relevant answers, and self-service across connected information sources. We select and integrate these capabilities around the service experience and access requirements.
Make customer service more connected
If disconnected systems, manual processes, or limited customer context are slowing service teams down, we can help create a more connected service environment.