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
26293
$11.0B
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.
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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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Professional Services | 1377 | $350M | Belgium | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2020 | Plat4mation |
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Professional Services | 18 | $2M | France | ServiceNow | ServiceNow Customer Service Management | Customer Support | 2021 | n/a |
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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 | $6.8B | 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:
- Bonhams 1793, a United Kingdom based Professional Services organization with 338 Employees
- Federal Employment Agency, a Germany based Government company with 113000 Employees
- CJ Olive Young, a South Korea based Retail organization with 2000 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD ServiceNow Customer Service Management Coverage
ServiceNow Customer Service Management is a Customer Support solution from ServiceNow.
Companies worldwide use ServiceNow Customer Service Management, from small firms to large enterprises across 21+ industries.
Organizations such as Verizon, Carrefour, 7-Eleven, Bank West BnP Paribas and Ministry of the Armed Forces France are recorded users of
ServiceNow Customer Service Management for Customer Support.
Companies using ServiceNow Customer Service Management are most concentrated in Communications, Retail and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using ServiceNow Customer Service Management are most concentrated in United States and France, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of ServiceNow Customer Service Management across Americas, EMEA, and APAC.
Companies using ServiceNow Customer Service Management range from small businesses with 0-100 employees - 2.54%, to mid-sized firms with 101-1,000 employees - 19.49%, large organizations with 1,001-10,000 employees - 44.92%, and global enterprises with 10,000+ employees - 33.05%.
Customers of ServiceNow Customer Service Management include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified ServiceNow Customer Service Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Support.