ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential ROI enterprises may realize by standardizing on ServiceNow Customer Service Management as the organization’s customer support solution across multiple divisions, products, and services. This study provides a framework for evaluating the potential financial impact of investing in ServiceNow Customer Service Management.
Organizations use ServiceNow to deliver a seamless customer service experience across all products and services while driving down costs and improving customer satisfaction. This scalable solution connects teams across departments to quickly find root causes and fix issues, proactively prevents customer calls before they happen, delivers effortless customer and agent experiences, and improves customer relationships and customer satisfaction.
To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed four customers with years of experience using ServiceNow Customer Service Management in business-to-business, business-to-consumer, and automated service support scenarios.