Case Study: Global Medical Technology Company reduces customer response time with ADVANCE Solutions and ServiceNow CSM

ADVANCE helps Reduce Customer Response Time and Increase Productivity with ServiceNow CSM

Advance Solutions worked with a global medical technology company that was struggling with inefficient customer support processes. Their legacy systems, which relied heavily on manual data entry in SAP, were slow, error-prone, and offered agents no visibility, making it difficult to provide effective service.

The solution implemented by Advance Solutions was the ServiceNow Customer Service Management (CSM) platform, which integrated with SAP to automate workflows. This resulted in a 75% reduction in customer response time and a 45% increase in productivity. Advance Solutions also provided the client with powerful new metrics and reporting capabilities, enabling continuous improvement and drastically reducing the time needed to train new support agents.