The client is a global leader in integrated packaging and print brand development products and services. The client struggled with unreliable Customer Service Management. Manual customer grievance handling led to errors in tracking and long response times which decreased customer satisfaction. V-Soft implemented the CSM module of ServiceNow to track, address, and resolve customer service challenges. Through the customer service portal, customers can open and track their requests. ServiceNow CSM improved response rate, resolution time, and customer satisfaction by 27 percent. Also, avoiding manual processes resulted in better business forecasts and improved profitability.
27 сен 2020
