Case Study: Basware achieves faster support resolution and higher customer satisfaction with ServiceNow

Basware accelerates customer support from issue to resolution

Basware, a Finland-based provider of purchase-to-pay, e-invoicing and financing solutions with about 5,000 employees, needed to improve customer service as it shifted from on‑premises software to cloud subscriptions. Legacy, poorly integrated systems left support teams without visibility or prioritization, causing slow response and resolution times and low customer satisfaction that threatened cloud revenue growth.

Basware implemented ServiceNow Customer Service Management and the Now Platform to deliver an intuitive self‑service portal, integrated knowledge base and digital workflows, going live in under six months. The new engine cut average response time from 4 hours to 55 minutes (≈75% reduction), reduced resolution time by about 30% (40 to 28 hours), raised CSAT by 11% (4.8 to 5.2), reduced emails by 94% and lowered case volume by 24%, while support consultant satisfaction climbed to 90%.

Basware

Matthias Lippert

Vice President Customer Services