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According to the Forrester study*, ServiceNow CSM helped:
Increase NPS by 12 points.
Decrease support contacts by 15% with self-service options, leading to $5.4 million in support cost savings.
Decrease phone contact from 20% to 10%, while growing web contact from 40% to 90%.
Improve customer retention by 0.5%, bringing $1.6 million in revenue.
*A Forrester Total Economic Impact™ Study, April 2019
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