How using ServiceNow can financially boost communication service providers

  • ServiceNow Blog
  • 2019
  • Solutions
  • Telecommunications
September 05, 2019

A commissioned Forrester TEI Study reveals the numbers behind good customer service

Are you having difficulty achieving or even tracking your SLAs? Are your agents spending too much time on the phone answering routine questions? Does your organization have critical information scattered across multiple support platforms?

If you’re nodding yes to any of these, you’re not alone. Many communication service providers (CSPs) and other businesses around the world are struggling to provide a cohesive experience that gives customers what they want—quickly, simply, and efficiently.

Problems that can be solved with the right infrastructure and management
Customers get frustrated when they need to repeat information, as they are handed from one agent (and probably one platform) to another. And they get irritated when their issues aren’t resolved right away. Furthermore, agents get tired of wasting time and apologizing for problems created by siloed information and systems that are no fault of their own.

These are problems that can be solved with the right service infrastructure and management, and we all know that when customer service is done right, it can generate a lot of upside. However, organizations often struggle to quantify what that may mean. Fortunately, a recent Forrester Total Economic Impact™ (TEI) study[1] commissioned by ServiceNow identifies real numbers around the financial benefits of using ServiceNow® Customer Service Management at a CSP.

A peek at a provider’s ROI when they invest in great customer service

In an on-demand webinar, guest speaker Sean Owens, Principal Consultant of the Total Economic Impact Practice for Forrester Consulting, provided a sneak peek of the study’s findings. By viewing the webinar, you will learn how a global Tier 1 operator quantified the return on investment (ROI) they realized by using ServiceNow Customer Service Management to transform their service infrastructure.         

This webinar will also provide you with a framework for evaluating the potential impact of deploying the ServiceNow solution for your own organization. You may be surprised by all the different benefits an exceptional customer experience can deliver. Here are a few:

Reducing costs
The consolidation of service platforms and knowledge repositories can enable you to:

  • Achieve transparency
  • Accelerate time to resolution
  • Increase agent productivity
  • Reduce a reliance on multiple, costly legacy systems

The webinar will show you how these improvements can be quantified from a financial perspective and what they were worth (in the millions) over a three-year span for a communication service provider. Plus, you’ll learn what you can save just by delivering on service-level agreements (SLAs) and avoiding penalties.

Using customer service to develop upsell opportunities
You may know that the right customer service solution can save your organization millions in ongoing support costs, but it can also help you generate income. Here’s the proof: the CSP in the study realized $2.1 million over three years in additional revenue. See how the CSP capitalized on opportunities to sell enhanced services and packages that provided additional value to the customer and additional revenue per user (RPU) to their business.

Remembering unquantified benefits.

While the webinar covers all the financial benefits associated with ServiceNow Customer Service Management, there are also many intangible benefits that can be attained when you are able to deliver an exceptional, unified experience from end to end.

For example, the provider in the study saw a 26-point improvement in their Net Promoter Score® (NPS) [1] for the business, thanks in part to the ease of self-service, faster resolution times, and consistent contact with a single agent they were able to offer. On the flip side, agent satisfaction also went up because agents were able to quickly and easily access all the case information they needed and weren’t bogged down by routine issues.

Get all the insights

Watch the webinar and you’ll learn all the details on the hard, quantifiable benefits that transforming your customer service infrastructure may bring, as well as the other, more intangible results you could realize. 

[1] Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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