Case Study: a multi-billion dollar managed services provider reduces churn and boosts self-service with NewRocket and ServiceNow Domain Separation

a multi-billion dollar managed services provider reduces customer churn by 25% with NewRocket

The customer, a multi-billion dollar managed services provider, needed to improve self-service capabilities and consolidate multiple software assets into a single system of record for its clients and operations. To address this challenge, they partnered with NewRocket to implement ServiceNow’s Customer Service Management.

NewRocket utilized ServiceNow's Domain Separation capability to create a one-stop system for managing services. This solution provided the customer's clients with their own domain in a single instance, which led to a 25% reduction in service-related churn, a 50% increase in self-service deflection, and a 20% reduction in penalties.