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The Total Economic Impact™ of ServiceNow Customer Service Management

A June 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow

How Epicor Software Achieved A 10 Point Increase in Their Support Call Net Promoter Score by Transforming Global Customer Support

This Forrester Study provides a framework and customer example to help readers evaluate the potential financial benefits of investing in ServiceNow Customer Service Management.

To understand and illustrate the benefits, costs, and risks associated with ServiceNow, Forrester interviewed Epicor Software, the world’s sixth largest ERP software provider with $850 million in revenue, which has been using ServiceNow Customer Service Management since October 2015.

As a result of their customer service and support transformation using ServiceNow, Epicor: 

  • Increased Net Promoter Score for support calls by 10 points in 10 months
  • Improved customer service experience by resolving customer issues 10% faster

 

Download this study to evaluate the Total Economic Impact of using ServiceNow Customer Service Management to deliver effortless, connected, and proactive service. 

 

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