This Forrester Total Economic Impact™ (TEI) study is based on interviews with ServiceNow CSM customers. Operational improvements include:
-Improved first contact resolution by up to 20%
-Reduced cases initiated over phone by 40%
-Increased revenue retention by $5.2 million from support contract renewals
The Total Economic Impact Of ServiceNow Customer Service Management, a November 2020 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.