Global Managed Service Provider CSM + ITSM + IntegrationHub + SPM

This case study shows how a global managed service provider tackled challenges in modeling customer data, visualizing service costs, and optimizing quote-to-cash processes. The solution featured a customer-centric service portfolio, real-time CRM integration, and connected ERP and billing systems.

Key outcomes included enhanced customer experience, improved workforce management for higher margins, consolidated data for informed decisions, and a single contact point for inquiries. Differentiators were domain separation, custom portals, and ITSM integration, leading to 35% self-service deflection, 25% reduction in homegrown solutions, and 20% increased first call resolution.

Vendor:: NewRocket
Posted:: Feb 18, 2025
Published:: Feb 19, 2025
Format:: PDF
Type:: Case Study

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