LATEST INTELLIGENCE
THE TOTAL ECONOMIC IMPACT OF SERVICENOW CUSTOMER SERVICE MANAGEMENT
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In order to win customers over with unique and competitive differentiation , organizations need to focus on customer obsession . One main pillar of the customer-obsessed approach is providing excellent customer service , which is an expectation of many modern consumers . Many legacy customer service tools , which were often built or purchased for predigital transformation initiatives , do not provide the foundation necessary to adequately meet customers ’ needs in the digital age . To address this , organizations need a customer service solution that can scale , live in the cloud , break down company silos , and stitch together automated workflows .
ServiceNow Customer Service Management is a cloud-based customer service solution built for the modern , digital enterprise . Recently , Forrester Consulting was commissioned by ServiceNow to conduct a Total Economic Impact™ ( TEI ) study and examine the potential return on investment ( ROI ) enterprises may realize by deploying Customer Service Management . The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of the ServiceNow solution on their organizations .
To better understand the benefits , costs , and risks associated with this investment , Forrester interviewed four organizations with experience using ServiceNow Customer Service Management . For the purposes of this study , Forrester aggregated the experiences of the interviewed customers and combined the results into a single composite organization . p
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