Read this Forrester Total Economic Impact study to learn the positive ROI and other benefits enterprises enjoy with ServiceNow Customer Service Management
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Analyst Report
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.