Rogers Communications, a leading Canadian telecommunications and media company, transformed its customer service approach by implementing ServiceNow's Customer Service Management (CSM) and Telecommunications Service Operations Management solutions. This transformation led to a 19% reduction in daily case volumes, a 71% reduction in inbound calls, and a 41% increase in customers rating their experience as nine or ten out of ten. By adopting a unified and proactive approach to customer service, Rogers can now anticipate and resolve issues before they affect customers, enhancing overall service quality and customer satisfaction, particularly in critical sectors like public health and emergency services.

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