Forrester Study: Business Value of ServiceNow Customer Service Management

This Forrester Total Economic Impact™ (TEI) study is based on four interviews with ServiceNow Customer Service Management customers.

It provides a framework to help readers evaluate the potential benefits and costs of investing in the solution.

Forrester constructed a composite organisation representative of the interviewed companies and their customer service transformations using ServiceNow. The composite organization:

• Increased its Net Promoter Score by 12 points as part of an organizationwide strategy
• Deflected 15% of calls for $5.4 million in savings by providing self-service options
• Raised employee productivity through proactive monitoring for issues
• Improved customer retention by using workflow to resolve questions and issues quicker

Download Forrester Study: Business Value of ServiceNow Customer Service
Management Whitepaper

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