NEC New Zealand, part of the global NEC Group, transformed its field service operations by implementing ServiceNow's Customer Service Management and Field Service Management solutions. By consolidating six disparate tools into a single integrated system, NEC New Zealand reduced daily incoming calls for agents by 50%, decreased service requests by 25%, and cut average call-handling time by 90%. This unification improved task tracking, accelerated case resolution by up to 67%, and enhanced transparency and accountability, leading to more seamless and efficient customer and employee experiences.

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