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Epicor

Epicor relied on more than 15 CRM‑based support systems and 50‑plus customer portals to provide support to its 20,000 customers worldwide. This led to a poor and inconsistent customer service experience, long resolution times, and high costs. With approximately 50% of its annual revenue derived from software support and maintenance fees, Epicor needed to make a change. Epicor decided to invest in ServiceNow as the foundation of “EpicCare”, its new single global customer support platform that now powers the delivery of a consistent service experience to all its customers and partners, for all of its products, on a worldwide basis. A Forrester Total Economic Impact™ (TEI) Study found that the company realized $11.4 million in economic impact from investing in the solution.

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