Nuix, an Australian technology company specializing in investigative analytics software, transformed its customer support by implementing ServiceNow Customer Service Management. Prior to this, Nuix struggled with an email-based support system that lacked visibility and efficiency, leading to challenges in tracking service performance and managing customer requests. By integrating ServiceNow, Nuix enhanced its customer experience, reducing the time to route incidents by 95% and avoiding over 200 support tickets through knowledge articles. This move supports Nuix’s growth and provides better support for its over 5,200 users across 2,100 accounts.

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