ServiceNow CSM ROI case study: supply chain software provider

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This supply chain software provider realized a 167 percent ROI upon implementing ServiceNow Customer Service Management (CSM), recovering its investment six months after deployment. Nucleus found that the introduction of ServiceNow CSM led to a 33 percent case deflection, a 59 percent reduction in case backlog, and a 41 percent reduction in average case resolution time. The solution also streamlined the organization’s operations, translating into a more efficient, customer-centric approach that aligns with modern business demands. The strategic integration of customer service specific technology enhanced the organization’s internal process management and positively impacted its customer relations, reflecting increased CSAT scores and decreased customer churn.

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