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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.

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