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 organization wide 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