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What are most common benefits of IT Service Management?

These benefits are the most mentioned IT Service Management benefits in case studies:

Cost saving
Faster responses to customers
Improved data collection
Time saving
Increased visibility
Enhanced collaboration
Downtime reduction
24/7 availability
Improved compliance
Increased security
Scalability
Increased privacy

Cost saving

These case studies demonstrate how 170 businesses leveraged IT Service Management to achieve Cost saving.

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Vendor	Company	Summary
	Sony	Sony used EngageBay's solution to drive social buzz with email. By adding 'Pin it' buttons to their emails and purchase confirmation emails, they achieved a 70% open rate and 18% click-through rate. This resulted in 3,000 clickthroughs and surpassed their revenue goal by 172%.
	Colaboradores	Colaboradores, a benefit and corporate partnership company based in Brazil, reduced their registration lead time by half using Pipefy. They implemented Pipefy to manage their partnership suggestions and improve process visibility. With Pipefy's features such as email templates and dynamic content fields, they were able to automate communication and save time. The implementation took around 2 weeks, and they saw significant improvements in their registration process, reducing the time to finish it by 50%.
	Wipro	Wipro, an Indian IT company, implemented Pipefy to cut design and implementation time of processes by 95%. Pipefy's intuitive platform allowed Wipro employees to create custom processes in a matter of minutes, accurately track SLAs, and easily reconfigure complex processes. The agility of Pipefy's processes streamlined productivity and promoted independent users.
	Chiquinho Sorvetes (CHQ Group)	Chiquinho Sorvetes (CHQ Group) implemented Pipefy to manage franchisee requests and generated approximately 1,000 new leads in just four months. The solution streamlined processes across multiple departments, including Sales, Marketing, HR, Finance, IT, Customer Service, and Legal. With Pipefy, the company automated tasks, improved communication with franchisees and suppliers, and saved significant time and resources.
	Postmedia	Postmedia, a targeted media company, used Pipefy to unify their processes and improve internal communication. With Pipefy, they were able to better plan their time, clarify processes, and improve communication between different areas of the company. The tool also provided visibility into the recruitment process and allowed for fast implementation of changes. Overall, Pipefy helped Postmedia manage their sales pipeline, prioritize requests, and delegate tasks, leading to improved sales management and customer experience.
	Dasa	Dasa, the largest integrated healthcare network in Brazil, increased efficiency in managing supply chain requests by 295% using Pipefy. Before implementing Pipefy, Dasa faced challenges with disparate tools and miscommunication. With Pipefy, logistics requests were centralized, clear rules were established, and automation freed up the team from manual activities. This resulted in increased ROI, team efficiency, and decreased SLA in logistics requests.
	Olist	Olist, a technology company based in Brazil, restructured their customer success processes using Pipefy. They faced challenges with their existing tool and lack of visibility in their processes. With Pipefy, they were able to visualize their entire process, identify bottlenecks, and improve their customer onboarding. The company experienced improved productivity, better decision-making backed by data, and the ability to measure team performance. Overall, Pipefy helped Olist achieve a more organized and efficient customer success workflow.
	Agilize	Agilize, an online accounting company in Brazil, automated 37 steps in their customer service workflow using Pipefy. They combined accounting and technology to streamline processes and provide agility, transparency, and savings to small business owners. By converting spreadsheets into processes, organizing task forces, integrating processes and feedback, and using automation, Agilize improved communication with customers, decreased anxiety, and saved time. The results included thousands of hours saved, increased delivery rate, and improved customer satisfaction.
	Berneck	Berneck, a Brazilian manufacturing company, implemented Pipefy's automation solution to address challenges in their logistics department. By adopting Lean practices and using Pipefy as a Lean management tool, Berneck achieved a 90% reduction in waste, standardized and optimized processes, automated email communications, and gained systemic control of expenses. The company experienced a 270% ROI in the short-term and saved 10,080 hours per quarter with automation.

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Faster responses to customers

These case studies demonstrate Faster responses to customers.

Vendor	Company	Summary
	Bombas	Bombas, a digital retail company based in New York, focuses on providing comfort-focused socks and donates a portion of their sales to homeless shelters. They use Delighted's NPS tool to understand customer satisfaction and continuously improve their products and customer experience. Bombas emphasizes human kindness and happiness, both for their customers and employees, and uses data-driven insights to make informed business decisions.
	Verishop	Verishop, an ecommerce marketplace for curated men’s and women’s fashion, home decor, and beauty brands, uses Delighted for customer feedback and surveys. They integrate Delighted with Slack to share feedback with different departments and use the insights to continuously improve the customer experience. Delighted helped them identify and address issues quickly, ensuring a frictionless experience. Verishop's customer experience team aims for high CSAT and NPS scores, resolving customer issues promptly.
	Career Strategies Group	Career Strategies Group, a professional services company based in the United States, faced challenges in responding to prospects and managing administrative tasks. They implemented Agile CRM to streamline their processes and improve customer communication, data management, and service automation. The solution resulted in faster response times, improved lead generation, and time savings for the company.
	Munchery	Munchery uses Delighted to measure everything from major branding changes, to each step of meal production and delivery. They track keywords like 'expensive' or 'portions' to gauge customer experience and make necessary changes. Delighted helps them monitor the reaction to different changes in real-time and optimize their workflow. With Delighted, Munchery support follows up with every customer who wasn't ecstatic about the service, ensuring no customer slips through the cracks.
	SNS	SNS, a medium-size retail bank in the Netherlands, implemented an online community platform to improve customer service, products, and brand advocacy. The community allowed customers to discuss financial questions, provide feedback, and co-create new initiatives with the bank. The platform resulted in improved customer loyalty, reduced service costs, and the development of new products and services based on customer feedback. The community also served as a valuable source of customer insights and helped the bank stay connected with its most valuable customers.
	Basic American Foods	Basic American Foods, a leading supplier of convenient dry potatoes and beans, implemented CustomerGauge's Net Promoter surveys to measure customer loyalty and satisfaction. The surveys helped the company identify strengths, improve customer service, and drive product R&D. The company experienced high Net Promoter Scores and used the feedback to enhance customer experience and strengthen relationships. The implementation of the surveys also led to a rebranding of the Basic American Foods brand.
	Kuoni	Kuoni, a multi-award winning travel operator based in Switzerland, implemented CustomerGauge to capture real-time customer feedback and make improvements to its products and services. The company used the Net Promoter System and CustomerGauge's survey tools to strengthen relationships with Promoters and introduce changes across its retail processes and product offering. The program resulted in a 91% correlation between booking frequency and Net Promoter Score, indicating a strong relationship between loyalty and repeat business.
	Black Duck Software	Black Duck Software, a technology company based in the United States, uses the CustomerGauge solution to measure customer perception and stay ahead of the market. They make their Net Promoter Score (NPS) visible throughout the organization to create a culture of customer-centricity. The NPS score is displayed on digital signage, sparking conversations and generating ideas.

Increased visibility

These case studies demonstrate Increased visibility.

Vendor	Company	Summary
	Feeld	Feeld, a dating app for open-minded people, improved its efficiency by using Pipefy to create and manage consistent processes. The company, based in the United Kingdom, found that as their team grew, it became difficult to track tasks and maintain transparency. Pipefy provided a solution by allowing them to assign tasks, ensure accountability, and centralize all their processes. Feeld appreciated the customization options and the ability to set defined elements, leading to increased productivity and improved workflows.
	Zywave	Zywave, an insurtech company based in Milwaukee, WI, increased product usage with partner training by 200% using Skilljar. Zywave University, powered by Skilljar, offers a wide variety of courses and resources to teach partners the skills and tools they need to maximize their Zywave solutions. The implementation of Skilljar resulted in a 51% increase in users, 71% increase in course registrations, and nearly 200% increase in product usage as a result of partner training.
	Clever	Clever, an EdTech company based in San Francisco, partnered with Skilljar to create Clever Academy, a training portal for their user groups. By using Skilljar's features, Clever saw a 25% decrease in support tickets and a 15-point increase in NPS. They also experienced higher product adoption and improved customer satisfaction. Skilljar's Data Connector allowed Clever to analyze training data and measure its impact on important metrics.
	Manheim	Manheim selects UserIQ to drive adoption of new product interface and functionality, resulting in 4x higher adoption of features. UserIQ allows Manheim to deploy targeted engagements, including guided tours and tooltips, for employee training and client onboarding. The company has seen clear demand from stakeholders to use tours to drive higher adoption rates and product behavior from employees.
	Affirm	Affirm, a financial services company based in San Francisco, has been using Delighted since 2014 to gauge customer satisfaction and collect feedback. By using NPS surveys, Affirm is able to identify areas for improvement in their products and enhance the overall customer experience. The insights collected through Delighted NPS are shared with key stakeholders within the company, allowing for action to be taken to address customer needs.
	MedReps.com	MedReps.com, a professional services company in the United States, used UserIQ's in-app messaging solution to improve their member profile survey completion rate by 70% in just 10 days. This resulted in improved customer experience, higher Net Promoter Score, and increased sales.
	Webroot	Webroot, a cybersecurity software company, implemented the inSided Online Community Platform to improve customer retention and reduce support costs. The community has achieved an 80% peer-to-peer support ratio, with 60% of community traffic coming from organic search. By combining user-generated content with company-created content, Webroot customers can easily find answers and information, freeing up valuable time for their Customer Support and Success teams.
	British Gas Services	British Gas Services implemented NPS and a thorough feedback process to improve their home heating installation unit. As a result, their NPS increased to 75 in two years, customer complaints reduced by 75%, bad debts decreased by over 90%, profit margins improved greatly, and the service grew by 30%.
	Telfort	Telfort, a Dutch telecommunications company, implemented the inSided Online Community Platform to improve customer contact, product development, and call reduction. The Telfort community, with nearly 36,000 members, serves as a knowledge database where customers can find answers to their questions, offer feedback, and help other customers. The forum has resulted in significant cost savings, improved customer satisfaction, and valuable customer insights for Telfort.
	T-Mobile USA	T-Mobile USA implemented the inSided Online Community Platform to enable self-service for customers, reduce the impact on the call center, and build stronger customer relationships. The community platform allowed customers to find specific information easily and receive answers from their peers, resulting in 82% of support inquiries being solved by peer-to-peer support. T-Mobile also focused on engagement and advocacy, creating a positive brand image and increasing user-generated content. The implementation and merging of two communities were seamless, and T-Mobile developed an effective content strategy to boost organic traffic and engagement.

Enhanced collaboration

These case studies demonstrate Enhanced collaboration.

Vendor	Company	Summary
	Bloomin’ Brands	Bloomin’ Brands, a casual dining company, implemented Pipefy to efficiently manage their back-office processes in Brazil. They centralized and standardized processes, improving control, visibility, and transparency. The company saw significant growth in user adoption and achieved a high rate of request completion. Pipefy brought flexibility, agility, and reliability to their operations, resulting in a new standard of excellence.
	IMImobile South Africa	IMImobile South Africa saved 80% of time on marketing requests by using Pipefy solution. They were able to streamline and execute requests more efficiently, gaining transparency among teams and improving reporting on performance metrics. With Pipefy, they achieved 100% correct receipt and execution of requests, resulting in happier clients.
	ChargePoint	ChargePoint reduced partner support calls by 89% and achieved cost savings of $200,000 through the implementation of LearnUpon LMS. The scalability and mobile-friendly design of LearnUpon allowed ChargePoint to train their installers effectively and expand their training to new audiences. The Salesforce integration and automated certifications provided a seamless training experience. LearnUpon's functionality and excellent support from the team were highly appreciated by ChargePoint.
	LI-COR Biosciences	LI-COR Biosciences partnered with Skilljar to create Lambda U, a centralized training center for researchers to learn about the Western blotting research technique. The platform provides valuable resources and protocols, increasing engagement with LI-COR's products and services. Over 4,000 people have been added to the nurture campaign based on training engagement, and Lambda U has a 60%+ average 30-day course completion rate.
	WayUp	WayUp, a recruitment company based in the United States, uses Delighted's NPS surveys to improve the candidate experience. They value candidate feedback and use it to identify gaps and problems in their product. WayUp integrates Delighted with their email service provider and utilizes tagging to attribute different attributes to each NPS score. They track and measure their NPS score over time and share positive feedback with the entire company. WayUp highly recommends Delighted for its platform, product, and ongoing client support.
	Jive Software	Jive Software wanted to publish their own structured documentation on the powerful Jive-x community platform. By using Zoomin for Jive, they were able to seamlessly publish their structured Jive administration documentation to the Jive customer community. This resulted in increased customer satisfaction, enhanced customer community experience, improved SEO ranking, lower support costs, and improved case deflection by 30%. The implementation was seamless and fully supported Jive's documentation structure and workflow.
	Rehmann	Rehmann, a financial services company based in the United States, implemented CustomerGauge's Net Promoter System platform to automate, monitor, report on, and improve their clients' experience. By using the system, Rehmann was able to streamline the client experience, provide employee training, and deliver on the 'Rehmann Experience' program. The company used customer feedback to shape their services, offer thought leadership to clients, and improve accessibility and responsiveness. As a result, Rehmann achieved a high Net Promoter Score and received recognition for their client satisfaction.
	Photo Booth International	Photo Booth International, a technology company based in the United States, consolidated their business using Copper's CRM solution. They switched from Zoho and Insightly to Copper due to its ease of use and integration with Gmail. Copper helped them manage their sales processes, projects, and marketing automation. The company also utilized Copper's integrations with MailChimp and Google Calendar. With Copper, they were able to streamline communications, improve project management, and save time.

How did benefits evolve over the years?

First mention of Cost saving was in 2012
Most benefits have been mentioned in 2017

12 Benefits of IT Service Management in 2025 based on 259 case studies