An ROI analysis of ServiceNow CSM by Forrester Consulting
First-class customer service management provides the basis for long-term customer loyalty and cost-efficient customer service. In September 2022, Forrester Consulting analysed the cost-effectiveness of ServiceNow Customer Service Management (CSM) and took a closer look at the potential return on investment (ROI) and the measurable impact on customer service operations in companies. The results of the study are based on the responses of users who have many years of experience in using ServiceNow CSM. The main objective of the study is to provide companies with a framework to more easily analyse and evaluate the financial impact of an investment in ServiceNow Customer Service Management. Among other things, the companies surveyed reported that since the introduction of ServiceNow CSM, customer service cases can be processed faster and more efficiently without having to take further escalation steps.
Download the full report from Forrester now for free and find out how ServiceNow CSM has helped organisations improve customer service efficiency, achieve a 170% return on investment and significantly increase profits!
