Customer Service Management in Credit Reporting

Customer Service Management in Credit Reporting

Customer-Service-Management-Success-Story

Large data analytics company and the leading provider of credit information and analysis in Australia and New Zealand

Business Issues

  • Shared Services digital transformation.
  • Legacy, generic Salesforce solution.
  • Siloed custom ServiceNow applications.
  • Lacking UX and employee engagement.
  • Cost and time pressures.
  • Needed partner with CSM expertise.

Solution

  • Certified, experienced ServiceNow consultants including Master Architect oversight.
  • Custom ServiceNow apps back to OOTB.
  • CSM rapidly deployed for high value use cases, removing reliance on Salesforce.
  • Data migration and instance hardening.
  • Worked closely with ServiceNow account team at all stages.

6 WEEKS: Implementation time per CSM use case

25%* Reduction in emails

40%* Reduction in time on phone calls

25%* Faster case handling time

25 / 5 CSAT Score

*projected metric