Epicor, a global leader in industry-specific enterprise software, significantly enhanced its customer experience by standardizing processes using the ServiceNow platform and Customer Service Management (CSM). This transformation led to a 17% increase in Customer Satisfaction (CSAT) from 75% to 92%, a 20% reduction in first-response time, and a 50% faster customer onboarding process. By consolidating 10 CRM tools and over 40 customer portals, Epicor improved service efficiency, allowing 90% of simple customer requests to be resolved through self-service tools, freeing up agents to focus on complex cases.

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