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

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.