Analyst Report

Forrester Study: 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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