Case Study: Epicor achieves faster issue resolution and higher customer satisfaction with ServiceNow Customer Service Management

ServiceNow Customer Service Management Increase Customer Satisfaction by Solving Issues Faster

ServiceNow Customer Service Management addresses widespread customer service challenges many enterprises face: slow, inefficient processes; poor first‑contact resolution; and a reactive, siloed approach to problems. A ServiceNow‑commissioned survey of 200 U.S. enterprises found 57% had disconnected service processes, 50% lacked automation, and more than half were too bogged down to tackle strategic improvements—leading to long wait times, repeated agent effort, and unresolved customer issues.

ServiceNow’s solution connects customer service to the rest of the organization and automates routine work with self‑service portals, supervised machine learning for case triage, IoT‑based monitoring, and enterprise task assignment. The result is faster, proactive problem resolution: reduced case volumes and costs, improved accountability across teams, and higher customer satisfaction through quicker, more effective service.

Epicor

Ian Ashby

Senior Vice President, Global Support