Case Study: NICE achieves faster, higher-quality customer support and 80% self-service with ServiceNow Customer Service Management (CSM)

NICE raises the quality of customer support while also reducing the case load for internal staff

NICE, an Israel-based software company serving 25,000 customers with 5,000+ employees across 150 countries, faced rising support complexity: an obsolete CRM, inconsistent processes after M&A, and growing case volumes (about 1,000 monthly cases needing individual attention and 70,000 cases a year). The company needed to modernize its portal, streamline processes, and better leverage automation and knowledge management to reduce workload and improve service quality.

By deploying ServiceNow’s Now Platform and Customer Service Management with a self-service portal, KCS-based knowledge, skill-based routing, automation, and focused change management, NICE empowered customers and simplified agent work. The results: 80% of cases now opened via the portal (up from 20%), backend case volume cut 72% (about $450k annual savings), tickets opened 8x faster, and only 650 of 5,500 daily events now require individual attention.

NICE

Eyal Lubin

Director of Global Service Operations