List of ServiceNow Customer Service Management Customers
ServiceNow
2225 Lawson Lane,
Santa Clara, 95054, CA,
United States
Santa Clara, 95054, CA,
United States
1 408-501-8550
Professional Services
29187
$13.3B
Since 2010, our global team of researchers has been studying ServiceNow Customer Service Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Customer Service Management for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Customer Service Management for Customer Support include: Verizon, a United States based Communications organisation with 99400 employees and revenues of $134.79 billion, Carrefour, a France based Retail organisation with 234750 employees and revenues of $101.16 billion, 7-Eleven, a United States based Retail organisation with 138808 employees and revenues of $87.60 billion, Bank West BnP Paribas, a France based Banking and Financial Services organisation with 178000 employees and revenues of $76.46 billion, Ministry of the Armed Forces France, a France based Government organisation with 266052 employees and revenues of $58.08 billion and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Customer Service Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Customer Service Management customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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7-Eleven | Retail | 138808 | $87.6B | United States | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2019 | n/a |
In 2019 7-Eleven implemented ServiceNow Customer Service Management to modernize Customer Support and centralize omnichannel customer interactions across app, web, phone and email channels. The deployment positioned the ServiceNow Customer Service Management application as the primary case management layer for the customer experience organization, supporting the company mission to make it easy for customers to receive help when they want it, where they want it and how they want it.
Before configuring technology, 7-Eleven executed a six week process definition effort to separate feedback from actionable help requests, the foundation for the ServiceNow Customer Service Management configuration. The implementation introduced automated case creation, SLA monitoring, priority classification, and automated case routing into agent queues, and the team instrumented first time resolution tracking and reporting inside ServiceNow to shift operational focus away from average handle time toward resolution effectiveness.
ServiceNow Customer Service Management was integrated into a two tier information flow with Medallia, where customer feedback that is purely survey data remains in Medallia while need help interactions flow into ServiceNow for case lifecycle management. ServiceNow also backfeeds case text and interaction data to Medallia for ongoing text analytics, enabling closed loop analysis and stakeholder reporting across customer service functions and the broader enterprise.
Governance changes accompanied the technical work, with process ownership, continuous improvement loops, and new operational KPIs formalized to guide rollout and agent behavior. 7-Eleven reoriented agent coaching and performance measurement to first time resolution and case quality, and used ServiceNow reporting to provide the insights stakeholders required to review and update processes.
The program delivered explicitly reported operational outcomes, with case volume reported down 93 percent and resolution rate reported up 205 percent, agents answering app reviews three times faster, and average time to help customers improving by the factor reported as 1860 percent faster. The implementation also generated call centre efficiencies that allowed the contact center to absorb calls for other departments such as the franchise opportunity hotline and California Consumer Privacy Act inquiries.
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A1 Group | Communications | 17000 | $6.1B | Austria | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2022 | n/a |
In 2022 A1 Group implemented ServiceNow Customer Service Management to centralize Customer Support across its telecommunications and IT service operations. The deployment standardized a single platform consolidating multiple systems and established a central, 360° overview of customers and service data to support B2B and enterprise workflows.
ServiceNow Customer Service Management was configured with customer self service portal capabilities, a service catalog with customized pricing tooling, automation and machine learning driven case suggestions, chatbots, and knowledge based flows that surface solutions to agents. ServiceNow IT Service Management was deployed in tandem to unify network, infrastructure and IT service data, enabling targeted fault analysis and a transparent IT ecosystem used by support and operations teams.
Operational coverage included support for field engineers through a mobile application with online and offline access to service records and incident data, and consolidation of ticketing and SLA compliance visibility for service units. The implementation linked customer-facing service management workflows to underlying network and telecommunications operational data to create an end to end view of incidents and service delivery.
Governance and process changes focused on standardizing workflows across service units, creating transparent SLA monitoring and shifting manually intensive steps into automated, knowledge guided flows. Outcomes reported include automated resolution suggestions, a streamlined end to end B2B customer service experience, an improved 360 degree customer view for agents, and ongoing experimentation with predictive analytics for proactive ticket resolution.
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Accor | Leisure and Hospitality | 19982 | $6.2B | France | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2018 | n/a |
In 2018, Accor Group implemented ServiceNow Customer Service Management. The deployment is categorized under Customer Support and was targeted to centralize customer-facing case management and guest service workflows across the enterprise hospitality environment.
The ServiceNow Customer Service Management instance was configured to leverage core CSM capabilities alongside the ServiceNow ITSM and Knowledge Management modules. Configuration work focused on case lifecycle orchestration, knowledge article publishing and reuse, SLA-driven routing, and workflow automation using the platform workflow engine.
Integrations included the IntegrationHub module to connect ServiceNow with Jira, enabling bidirectional ticket linkage and synchronization between customer cases and engineering or operations workstreams. The implementation emphasized alignment between CSM case processes and existing ITSM processes to ensure consistent incident escalation and resolution paths.
Governance and process changes centered on establishing knowledge management ownership, role-based access controls for service agents, and standardized case routing rules. ServiceNow consultants were engaged to configure IntegrationHub connectors, define workflow logic, and operationalize CSM knowledge governance within Accor Group.
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Acerta | Professional Services | 1377 | $350M | Belgium | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2020 | Plat4mation |
In 2020, Acerta engaged Plat4mation to implement ServiceNow Customer Service Management. The deployment targeted the Starters & Self-Employed department within Acerta, a Belgian HR and self-employment services provider, with a primary focus on Customer Support workflows for onboarding and handling ongoing client inquiries.
The ServiceNow Customer Service Management instance was configured to centralize customer case handling, knowledge management, automated routing and SLA orchestration, and a customer self-service portal to streamline support lifecycles. Configuration emphasized case lifecycle automation and workflow orchestration consistent with Customer Support functional terminology, while preserving an extensible platform for subsequent release cycles.
Governance followed a co-creation program model led by Plat4mation and Acerta stakeholders, using an iterative MVP approach to accelerate time to value. The MVP went live at the end of October 2021, the program met its MVP deadline within budget and on time, end-users reported strong enthusiasm, and Acerta planned additional joint releases to extend the ServiceNow Customer Service Management coverage across related support processes.
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Adacore | Professional Services | 18 | $2M | France | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2021 | n/a |
In 2021 Adacore implemented ServiceNow Customer Service Management as its Customer Support platform. The deployment focused on delivering a customer portal with support for API flows and an embedded knowledge base within the ServiceNow CSM environment.
Configuration emphasized the portal experience, knowledge management, and API-driven case intake to support typical Customer Support workflows including case lifecycle orchestration, automated routing, and knowledge article surfacing. Delivery activities documented include writing and validating user stories, facilitating functional workshops, and conducting configuration reviews.
API flows were implemented to enable programmatic case creation and data exchange with external systems, concentrating on automated intake and synchronization rather than naming specific third-party tools. Operational scope targeted customer-facing support processes and internal service operations appropriate to Adacore's small team context.
Project governance employed a structured approach with project and steering committees, risk oversight, and financial load planning. The engagement recorded operational project management, financial management, animation of functional workshops, user story authoring and validation with the client, and piloting of acceptance testing during recipe phases.
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Utilities | 1407 | $394M | United Kingdom | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2018 | n/a |
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Professional Services | 4819 | $1.2B | Belgium | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2018 | n/a |
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Aerospace and Defense | 1000 | $350M | Portugal | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2022 | n/a |
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Professional Services | 2610 | $850M | Japan | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2022 | n/a |
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Professional Services | 20643 | $7.2B | Spain | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2022 | n/a |
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Showing 1 to 10 of 118 entries
Buyer Intent: Companies Evaluating ServiceNow Customer Service Management
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating ServiceNow Customer Service Management. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating ServiceNow Customer Service Management for Customer Support include:
- Delaware North, a United States based Leisure and Hospitality organization with 60042 Employees
- Pronto Wonen, a Netherlands based Retail company with 200 Employees
- Beckhoff Automation, a United States based Professional Services organization with 138 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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Delaware North | Leisure and Hospitality | 60042 | $4.3B | United States | 2026-05-04 |
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Pronto Wonen | Retail | 200 | $22M | Netherlands | 2026-04-17 |
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Beckhoff Automation | Professional Services | 138 | $14M | United States | 2026-04-16 |
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Professional Services | 338 | $87M | United Kingdom | 2026-02-25 |
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Government | 113000 | $40.5B | Germany | 2026-02-03 |
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Retail | 2000 | $2.9B | South Korea | 2025-10-24 |
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Professional Services | 10 | $1M | South Africa | 2025-06-09 |
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Banking and Financial Services | 1950 | $520M | United States | 2025-05-22 |
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Professional Services | 7100 | $971M | France | 2025-05-20 |
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Professional Services | 17 | $2M | United Kingdom | 2025-01-03 |