Improved Customer Retention Rate by 50% through ServiceNow CSM Implementation
Industry:
Corporate Services
Region:
USA
Technology:
Agent Workspace, Virtual Agent, Self Service Portal, Knowledge Management, Predictive Intelligence, Performance Analytics
The Business Challenge
Our client is a leading provider of corporate services to businesses worldwide. The client wanted to provide seamless customer support through collaboration between departments, incident analysis, and structured workflow.
The Solution
- Implemented and configured omnichannel customer support.
- Designed and configured an intuitive work console powered by unified data management.
- Automated case routing, tracking, and reporting with ServiceNow AI/ML.
The Benefits
- Integration of Net Promoter Score (NPS) to measure customer satisfaction.
- Improved customer retention rate by 50% through seamless customer support.
- Greater insights with simplified case management, case routing, and tracking.
