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.