Browse Mergen content

A specialty retailer used Now Assist to summarize and recommend actions on inventory exceptions across 800 stores. Exception resolution time reduced 56%.

A B2B SaaS company implemented ServiceNow CSM for proactive customer success. Health-score-driven interventions cut churn 38%.

A retailer rolled out CSM for store-operations support — store managers raise tickets via mobile, district managers oversee resolution. Resolution time down 51%.

A global insurer deployed Now Assist on 2,400 claims-handler workstations. AI-assisted triage routes claims with 91% accuracy; handle time down 33%.

A global wealth-management firm rebuilt complaint handling on ServiceNow CSM with FCA / FINRA-aligned audit trails. Closure rate within regulatory windows: 100%.

A regional utility rebuilt customer-facing outage communications on CSM with proactive SMS notifications. Inbound call volume during outages dropped 64%.

A 12-facility, 18,000-employee health system unified HR and patient services on ServiceNow — cutting patient wait times 45% and lifting clinician satisfaction by 22 NPS points.

A tier-1 telecom replaced legacy IVR with virtual agents on ServiceNow CSM. Result: 3M deflected calls, 4.8/5 CSAT in 90 days, and $30M annual operational savings.

Mergen automated claims FNOL triage and assignment for a top-10 global P&C carrier. Fast-track cases close 5× faster; leakage indicators dropped $8M annually.

Most Now Assist deployments stall in pilot. Three production patterns from Mergen rollouts at tier-1 banks, telcos, and health systems.