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