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National fitness centers - Friction-free customer interactions

Our client runs a network of chic fitness centers across the United States.

For them, a key differentiator is taking the customer experience to the next level. They introduced a dynamic app that puts membership control, gym access, information and reservations in its users’ hands, wherever they may be.

This sophisticated mobile experience requires a highly effective and scalable IT service management solution behind it.

Our client was running a patchwork of systems that struggled to cope with the volume of customer interactions. What’s more, these tools weren’t able to give the company the granular data it needed to correlate issues and improve customer service.

Highmetric helped our client to validate the ability of ServiceNow’s ITSM solution to meet the demand and scale as more customers signed up.

We built a business case to show that the system could pay for itself in terms of the efficiencies it would introduce, and were commissioned to implement it.

Over the course of the first 12 months, our client has been able to:

Improve ticket reassignment by 85%

Reduce the number of customer phone calls by 20% via self service

Resolve customer issues 20% faster,

Save $500,000 per year.

In Conclusion

Most fundamentally they have ensured that their customer app puts in an exceptional performance – leading to a growing number of happy customers who keep on coming.

Services:
Professional Services

ServiceNow Platform Area:
IT Service Management

Enterprise Service Management

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