A commissioned Forrester TEI Study reveals the numbers behind good
Are you having difficulty achieving or even tracking your SLAs? Are
your agents spending too much time on the phone answering routine
questions? Does your organization have critical information scattered
across multiple support platforms?
If you’re nodding yes to any of these, you’re not alone. Many
communication service providers (CSPs) and other businesses around the
world are struggling to provide a cohesive experience that gives
customers what they want—quickly, simply, and efficiently.
Problems that can be solved with the right infrastructure and
Customers get frustrated when they need to
repeat information, as they are handed from one agent (and probably
one platform) to another. And they get irritated when their issues
aren’t resolved right away. Furthermore, agents get tired of wasting
time and apologizing for problems created by siloed information and
systems that are no fault of their own.
These are problems that can be solved with the right service
infrastructure and management, and we all know that when customer
service is done right, it can generate a lot of upside. However,
organizations often struggle to quantify what that may mean.
Fortunately, a recent Forrester
Total Economic Impact™ (TEI) study commissioned by
ServiceNow identifies real numbers around the financial benefits of
Customer Service Management at a CSP.
A peek at a provider’s ROI when they invest in great customer service
In an on-demand
webinar, guest speaker Sean Owens, Principal Consultant of the
Total Economic Impact Practice for Forrester Consulting, provided a
sneak peek of the study’s findings. By viewing the webinar,
you will learn how a global Tier 1 operator quantified the return on
investment (ROI) they realized by using ServiceNow Customer Service
Management to transform their service infrastructure.
This webinar will also provide you with a framework for evaluating
the potential impact of deploying the ServiceNow solution for your own
organization. You may be surprised by all the different benefits an
exceptional customer experience can deliver. Here are a few:
The consolidation of service platforms
and knowledge repositories can enable you to:
- Achieve transparency
- Accelerate time to
- Increase agent productivity
- Reduce a
reliance on multiple, costly legacy systems
The webinar will show you how these improvements can be quantified
from a financial perspective and what they were worth (in the
millions) over a three-year span for a communication service provider.
Plus, you’ll learn what you can save just by delivering on
service-level agreements (SLAs) and avoiding penalties.
Using customer service to develop upsell opportunities
You may know that the right customer service solution can save
your organization millions in ongoing support costs, but it can also
help you generate income. Here’s the proof: the CSP in the study
realized $2.1 million over three years in additional revenue. See how
the CSP capitalized on opportunities to sell enhanced services and
packages that provided additional value to the customer and additional
revenue per user (RPU) to their business.
Remembering unquantified benefits.
While the webinar covers all the financial benefits associated with
ServiceNow Customer Service Management, there are also many intangible
benefits that can be attained when you are able to deliver an
exceptional, unified experience from end to end.
For example, the provider in the study saw a 26-point improvement in
their Net Promoter Score® (NPS)  for the business, thanks in part
to the ease of self-service, faster resolution times, and consistent
contact with a single agent they were able to offer. On the flip side,
agent satisfaction also went up because agents were able to quickly
and easily access all the case information they needed and weren’t
bogged down by routine issues.
Get all the insights
the webinar and you’ll learn all the details on the hard,
quantifiable benefits that transforming your customer service
infrastructure may bring, as well as the other, more intangible
results you could realize.
 Net Promoter, Net Promoter System, Net Promoter Score, NPS and
the NPS-related emoticons are registered trademarks of Bain &
Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.