## Customer Service Management in Credit Reporting

**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.

### Outcomes

### 6 WEEKS: Implementation time per CSM use case

### 25% Reduction in emails

### 40% Reduction in time on phone calls

### 25% Faster case handling time

### 5 / 5 CSAT Score

*projected metric*