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Forrester: The Total Economic Impact™ of ServiceNow Customer Service Management for a Communication Service Provider

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

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