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Tricentis is a market‑leading firm specializing in software testing tools. Prior to using ServiceNow, they did not use any formally defined ITSM management. The company was using multiple systems to track customer incidents, provide a level of Customer Relationship Management (CRM) capability, and host its website. The disparate tools were causing an inconsistent user experience and negatively impacting customer satisfaction and NPS scores. With ServiceNow, Tricentis has increased the level of service delivered to external customers through an integrated support website and internal users have a cohesive environment as part of a wider IT solution project that took just two months to go‑live.