Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management

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This Forrester Total Economic Impact™ (TEI) study is based on interviews with ServiceNow CSM customers. Operational improvements include:

• Improved first contact resolution by up to 20%
• Reduced cases initiated over phone by 40%
• Increased revenue retention by $5.2 million from support contract renewals

The Total Economic Impact Of ServiceNow Customer Service Management, a November 2020 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.