Founded in 1895 and still family-run, Swarovski has built its reputation on delivering high-quality products and matching this with exceptional customer service standards. The company operates over 1,400 stores worldwide, all of which remained operational during the pandemic thanks to robust digital transformation efforts. To replicate the in-store service experience online and unify customer interactions, Swarovski implemented ServiceNow Customer Service Management. This platform consolidated all customer communications-regardless of channel-into a single case, providing a comprehensive view of each customer’s e-commerce journey. This approach led to a 55% reduction in service caseloads, enabling advisors to respond more efficiently and maintain high service quality

Join for free to read