Analyst Study
Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management
This Forrester Total Economic Impact™ (TEI) study measures the return on investment of ServiceNow Customer Service Management and is based on a composite organization comprised of interviewees with experience using Customer Service Management. The key benefits highlighted include:
- Return on investment of 170% over three years
- Increased routing efficacy that leads to 18% more case deflection and 20% greater efficiency
- Improved contact center efficiency, providing gains of $3.3 million through optimizing channel mix
Drawing from the aggregated customer data, the study also reports on the significant unquantifiable benefits for customers including:
- Leveraging a centralized repository of successful approaches to solving customer issues
- The role that analytic reporting dashboards play in driving team conversations and collaboration around customer service
The Total Economic Impact of ServiceNow Customer Service Management, a September 2022 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.
