Analyst Report

Forrester Study: The Total Economic Impact™ of ServiceNow Customer Service Management for Communication Service Provider Organizations, August 2020

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 large CSP serving millions of customers 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:

Decreased cost per case by 17% through streamlining service center operations
Saved $11.6M in customer service and supporting business units from workflow efficiency gains
Increased service level agreement (SLA) compliance by 10%

The Total Economic Impact™ Of ServiceNow Customer Service Management For Communication Service Provider Organizations, an August 2020 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.

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