Mirketa builds enterprise-grade CSM and FSM experiences that reduce average handle time, increase first-contact resolution, and optimize field operations — powered by ServiceNow and AI-driven automation.
End-to-end Customer Service Management and Field Service Management solutions — from strategy and architecture through implementation, integration, and continuous improvement.
Unify every customer interaction across channels with intelligent case management, SLA enforcement, and AI-powered self-service deflection.
Optimize every truck roll with intelligent scheduling, mobile work orders, and real-time parts and skills management for field technicians.
Build a unified customer data foundation with consent management, journey design, and feedback loops that drive continuous service improvement.
A proven five-phase delivery framework that ties every milestone to measurable KPIs — from journey mapping through hypercare and continuous optimization.
Journey mapping, persona definition, and KPI baseline — FCR, AHT, NPS, CSAT, truck-roll rates.
Data & service models, CTI/telephony and ERP/asset integrations, security roles, and governance design.
Configuration, App Engine extensions, workflows, virtual agent, automation, and mobile work order apps.
SIT/UAT, volume & mobile testing, regression packs, accessibility audits, and performance benchmarking.
Hypercare support, analytics dashboards, and continuous optimization cycles tied to agreed KPIs.
Mirketa's proven blended delivery model combines the strategic insight of onshore architects with the execution speed of offshore developers — giving you enterprise-quality outcomes at competitive investment levels.
Every sprint milestone is tied to measurable CSAT, AHT, and FCR targets — not just feature completion.
CSM + FSM + ERP orchestration in a single team — no hand-off gaps between service and field operations.
AI-assisted deflection, guided workflows, and offline-capable mobile apps for field technicians.
Mirketa delivers sector-specific ServiceNow CSM and FSM implementations with measurable outcomes — from SaaS companies to manufacturing enterprises.
In-app support + CSM drove 25% AHT reduction and 18-point CSAT lift. Knowledge governance increased self-solve rate by 30%.
25% AHT ReductionUnified donor/member service desk with 40% SLA adherence improvement. Field service mobile for community events improved scheduling accuracy 35%.
40% SLA ImprovementStudent services contact center integrated with SIS and identity. Campus tech dispatch via FSM improved first-visit fix rate by 28%.
28% Fix Rate IncreaseSecure messaging and KYC workflows cut regulatory response time by 30%. Case segmentation by product/tier improved NPS by 12 points.
30% Faster ResponseOrder/return orchestration connected to OMS/WMS reduced refund cycle time by 22%. Chat + deflection reduced agent volume by 27% during peak season.
95% On-Time ArrivalsDealer/distributor support portal standardized entitlements globally. IoT telemetry auto-created cases reduced downtime by 18%.
20% Fewer Truck RollsWhat sets Mirketa apart is not just technical depth — it is our commitment to tying every delivery decision to your business outcomes.
Cross-functional expertise spanning customer service, field operations, and back-office ERP systems in a single integrated delivery team.
Virtual agents, guided workflows, and intelligent case routing that reduce agent volume while improving customer satisfaction scores.
Offline-capable mobile work order apps for field technicians — built for real-world connectivity challenges in the field.
Every milestone tied to CSAT, AHT, FCR, and truck-roll reduction targets — not just feature delivery checklists.
Certified CSM, FSM, and Integration Hub specialists with deep platform knowledge across all major ServiceNow releases.
Post-go-live hypercare, analytics dashboards, and ongoing optimization cycles to ensure your ServiceNow investment keeps delivering value.
Mirketa architects ServiceNow integrations using Integration Hub, REST/SOAP APIs, and event-driven patterns — connecting your CSM and FSM platform to every critical enterprise system.
Enterprise teams across industries trust Mirketa to deliver ServiceNow CSM and FSM outcomes that move the needle on the metrics that matter most.
"Empowering prominent US behavioral health and specialty care brands to maximize clinical velocity, reduce administrative overhead, and drive measurable workflow efficiency across multiple departments through native cloud innovation."
"Delivering custom, AppExchange-certified solutions at a fraction of the cost of legacy market alternatives, backed by agile development cycles that deploy production environment fixes within 12 to 24 hours."
"We designed a sophisticated, highly efficient Salesforce infrastructure for a leading healthcare brand, enabling their teams to accelerate patient access to critical care while maximizing operational velocity across multiple departments"
"We partnered with a leading behavioral healthcare provider to deliver reliable technical support and high-performance solutions, serving as a trusted technical extension of their team for over a decade."
"Mirketa integrated ServiceNow with our OMS and WMS in six weeks. Refund cycle time dropped by 22% and our peak-season agent volume is down 27% thanks to chat deflection."
"The IoT telemetry integration Mirketa built auto-creates cases before customers even notice an issue. Our downtime has dropped 18% and truck rolls per job are down 20%."
Answers to the most common questions about ServiceNow CSM, FSM, and Mirketa's delivery approach.
ServiceNow Customer Service Management (CSM) is a platform that unifies customer service operations across channels — phone, chat, email, and self-service portals. Mirketa helps organizations implement CSM with case management, entitlements, SLAs, knowledge bases, communities, and AI-powered deflection to reduce handle time and improve first-contact resolution.
ServiceNow Field Service Management (FSM) covers scheduling and dispatch, skills and parts management, mobile work orders, offline workflows, returns and repairs. Mirketa implements FSM to optimize field operations, reduce truck rolls, and improve on-time arrival rates — with offline-capable mobile apps for technicians in the field.
Mirketa uses an architecture-led integration approach connecting ServiceNow CSM/FSM with ERP systems (SAP, Oracle, NetSuite), CTI/CCaaS platforms, order management, asset systems, IoT/telemetry feeds, and logistics/3PL providers using REST/SOAP APIs and ServiceNow Integration Hub — ensuring real-time data flow across your enterprise.
Mirketa serves Technology/SaaS, Nonprofit, Education, Financial Services, eCommerce/Retail, and Manufacturing industries with tailored ServiceNow CSM and FSM implementations that address sector-specific compliance, workflow, and integration requirements — with documented outcomes in each vertical.
Mirketa targets measurable KPIs including First Contact Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), CSAT, SLA adherence, self-solve rate, truck-roll reduction, and on-time arrival rates — all tied directly to delivery milestones and sprint acceptance criteria.
Yes. Mirketa provides hypercare support immediately after go-live, followed by ongoing managed services including analytics dashboards, continuous optimization, AI model updates, and platform enhancements to ensure long-term value from your ServiceNow investment.
Mirketa's blended delivery model places experience architects and product owners onshore for channel design and change enablement, while offshore developers handle flows, integrations, mobile, and analytics. This model delivers rapid throughput and cost efficiency without sacrificing customer experience quality or delivery accountability.
Implementation timelines vary by scope. A focused CSM or FSM implementation typically takes 8–16 weeks. Mirketa follows an agile, phase-based methodology — Discover, Architect, Build, Validate, Release & Improve — to deliver value incrementally and reduce risk. Complex multi-module programs may span 6–12 months.
Talk to a Mirketa ServiceNow expert today. We will assess your current state, identify quick wins, and design a roadmap to measurable FCR, AHT, and CSAT improvements.
A 30-minute call with a certified ServiceNow architect — no commitment required.
We respond to all enquiries within one business day with a tailored proposal outline.
Onshore and offshore teams across North America, Europe, and Asia-Pacific time zones.
Fill in the form and a ServiceNow specialist will be in touch within one business day.
Join 200+ enterprise clients who have reduced handle time, increased first-contact resolution, and optimized field operations with Mirketa's ServiceNow expertise.
