Measuring ROI for ServiceNow Customer Service Management with Now Assist

ServiceNow CSM

Direct Financial Benefits

• Case Deflection: More customers self-serve via knowledge base, virtual agent, communities.
  → Metric: % reduction in agent-created cases.

• Reduced Average Handle Time (AHT): Better agent workspace, 360° customer view.
  → Metric: drop in AHT (e.g., from 12 mins to 9 mins).

• Fewer Escalations & Reopens: Automated routing, SLA tracking.
  → Metric: reduction in % escalations and reopens.

• Operational Efficiency: Less swivel-chairing between systems.
  → Metric: # of tools replaced.

Intangible Benefits

• Improved CSAT / NPS.

• Faster onboarding of new agents.

• Improved brand loyalty

Now Assist (AI/GenAI)

Direct Financial Benefits

• AI-Generated Responses: Draft replies save 30–50% of agent time.

• Duplicate Case Detection: Reduces redundant work.

• Sentiment Analysis: Proactive escalation = lower churn.

• Knowledge Article Summarization & Drafting: Saves knowledge managers’ effort.

Intangible Benefits

• More consistent customer communication.

• Better morale for agents (less repetitive work).

• Faster time-to-resolution = happier customers.

Ready to transform your customer experience? Contact us today and let’s build your AI-powered CRM journey together.