Forrester report “The Total Economic Impact Of ServiceNow Customer Service Management”

The study "The Total Economic Impact™ Of ServiceNow Customer Service Management", conducted by Forrester Consulting in September 2022, examines the potential return on investment (ROI) and the measurable impact on customer service operations as a result of the use of ServiceNow Customer Service Management (CSM) in organisations. The study is based on personal interviews with users with many years of experience in the use of ServiceNow CSM. The aim of the study is to provide companies with a framework for more easily analysing and evaluating the potential financial impact of an investment in ServiceNow Customer Service Management.

Respondents reported how, in the past, increasingly complex customer service workflows were difficult to manage with a multitude of isolated, local solutions. Unwanted media disruptions, excessive time spent searching for information to solve problems and silo organisations had a major impact on customer and employee satisfaction, which was also reflected in high staff turnover in customer service.   
Today, the companies surveyed in the study process many customer service cases faster and more efficiently since the introduction of ServiceNow CSM, without the need for further escalation steps.