Measured outcomes
Distributor-issue resolution: down 51%
Distributor revenue: up 18% (better support → better selling)
Distributor NPS: +28 points
1,800 distributors on unified support platform
An industrial manufacturer’s 1,800 distributors generated significant inbound support volume — product technical questions, warranty claims, parts queries. Inbound was email-based and unmeasurable.
ServiceNow CSM with distributor-portal access. Self-service for common queries. Routing rules ensure technical questions reach the right product engineer. Distributor-relationship-manager dashboards.
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