Analyst Report

Forrester Study: Business Value of ServiceNow Customer Service Management

A Study to Measure Cost Savings and Business Benefits

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 organization 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 organizationwide 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

Business Value of ServiceNow Customer Service Management, an April 2019 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.

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