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Session Code: BRE0147
Presenter(s): Nathalie, Matthias
Company(s): Basware, Basware
Abstract:
Basware customer satisfaction was at a low point. The entire customer service organization felt they were failing. There was no consistent view of data and management was struggling with how best to drive the support organization. Most staff had to work with several solutions in parallel; even simple questions could not be answered without massive manual work. It was time for a change. With partner Fujitsu, Basware started a new customer service project in January 2018: ServiceNow Customer Service Management with Performance Analytics. It went live in June 2018 and the results have been amazing. Basware people love it; 98% have been reporting improved performance, and CSATs have improved significantly. Attend this session to hear more about their results.
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