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Beyond CRM: Build Your Business Case to Digitally Transform Customer Service

Legacy CRM systems and disconnected service processes can hold your enterprise back, making it difficult to provide proactive customer service. Forrester Consulting recently interviewed Epicor to assess the benefits, costs, and risks associated with investing in a new approach to customer service management — one that goes beyond CRM and delivers effortless, proactive, and connected customer service.

Join guest speaker, Anish Shah of Forrester, as he discusses the results of this study. Anish will be joined by Ian Ashby, Senior Vice President of Global Support at Epicor. Ian will outline how Epicor launched a program for transforming customer service across their entire global business with a goal to improve Customer NPS.

Anish and Ian will delve into:

  • The rationale, return on investment, efficiency gains, and NPS improvement for modernizing customer service beyond traditional CRM solutions
  • Approaches to enlisting the entire organization in customer service
  • Establishing best practices for a successful enterprise‑wide rollout, Anish will step you through a proven framework, based on the Forrester Total Economic Impact Methodology, that will allow you to create a personalized assessment of the benefits your company can achieve by implementing ServiceNow Customer Service Management.


*The Total Economic Impact™ Of ServiceNow Customer Service Management, a June 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.

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