ServiceNow Customer Service Management helps its customers centralize their support systems to increase transparency, improve customer satisfaction, increase agent productivity, and reduce reliance on costly legacy systems. ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying ServiceNow Customer Service Management. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of deploying the solution for their organizations.
To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed a telecommunications service provider and ServiceNow client with several years of experience using ServiceNow Customer Service Management.
Prior to engaging ServiceNow, the organization had different platforms for customer service delivery across different product lines as internal organizations often launched services in their own unique ways. With support cases scattered across systems for the same customer or even the same person requesting help via different channels, or about different products, resolution times were often delayed, and reporting was extremely difficult. The organization either did not meet service-level agreements (SLAs) or struggled to track and report compliance, often resulting in extra fees.