CASE STUDY

Industrial Manufacturer: CSM for 1,800-Distributor Network Support

An industrial manufacturer rolled out CSM to support its 1,800-distributor network. Distributor-issue resolution down 51%; distributor revenue up 18%.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Manufacturing
Topics: CSM · Servicenow
Published: May 2026
Headline outcome: 51% Distributor-issue resolution: down 51%

Measured outcomes

What this programme actually delivered.

51%

Distributor-issue resolution: down 51%

18%

Distributor revenue: up 18% (better support → better selling)

+28

Distributor NPS: +28 points

1,800

1,800 distributors on unified support platform

The challenge

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.

What we built

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.

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

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Industrial Manufacturer: CSM for 1,800-Distributor Network Support

What this programme actually delivered.

The challenge

What we built

Outcomes

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