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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 interviews with customers from multiple industries. 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.
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