Executive Summary

ServiceNow Customer Service Management increases efficiency for customer service agents and relieves other organizational departments of extraneous process steps spanning multiple platforms . Customer service sees fewer cases as a result of the workflow , automation , and self-help features from ServiceNow . But more importantly , agents can now address issues much faster while raising customer satisfaction scores .

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 . �

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