Case Study: Tricentis achieves unified customer service and 97% client satisfaction with ServiceNow

Software Testing Specialist Tricentis Achieves Total Systems Integration with ServiceNow

Tricentis is a global software‑testing specialist (about 350 employees) best known for its Tosca continuous‑testing platform. The company was operating with multiple disconnected tools and no formal ITSM, which made tracking customer incidents, searching content globally, and producing consistent reports difficult—reaching about 1,000 support tickets per month and prompting the need for an enterprise‑grade solution.

Tricentis selected ServiceNow and, working with WSP Consulting, rapidly deployed incident management, CMS, asset and orchestration modules, a knowledge base, and workflow automation to create a unified, cloud‑based support portal and global searchable repository. The rollout improved KPIs dramatically: customer satisfaction rose from 83% to 97%, self‑service increased from 43% to 88%, NPS moved from 32 to 42, support usage grew 35%, and support contract renewals reached 98%, enabling Tricentis to focus more closely on its core testing business.

Tricentis

Alexander Kleeman

Manager of Operations