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Boost Customer Satisfaction And Lower Costs with ServiceNow

Driving Quantified Financial Benefits at a CSP

This Forrester Total Economic Impact™ study of ServiceNow Customer Service Management provides a framework to help communication service providers (CSPs) evaluate the potential financial benefits of investing in the solution. Forrester interviewed a global Tier 1 operator with experience using the solution to understand the benefits, costs, and risks associated with their investment.

As a result of using ServiceNow across all customer segments, the company:

  •   Drove improvement of its Net Promoter Score (NPS) by 26 points
  •   Reduced service‑level agreement (SLA) payments significantly with integration and coordination with other systems
  •   Increased support efficiency and business agility by encouraging support contacts through web channels that are more convenient and less expensive to operate than phone.

The Total Economic Impact™ Of ServiceNow Customer Service Management, a March 2019 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.

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