Reported impact
Business outcome
Koerber reduced case backlog by 59%, improved MTTR efficiency by 41%, and achieved 167% ROI while moving more customers to a proactive service portal.
- Customer Experience
- Productivity Improvement
ServiceNowLogisticsCustomer Service AutomationData AnalyticsData PlatformERP / CRMCustomer ExperienceProductivity ImprovementUndated ServiceNowSN#1f8476LogisticsGlobalKoerber support was heavily dependent on email and phone, which left the organization reactive, increased case backlog, and made service quality harder to scale.167% Return on investmentArchived · Apr 1, 20255Customer Service AutomationCMDB · Customer Service Management Pro · Field Service Management0 2025-04-01 5
Koerber Supply Chain
Customer Service Automation
Koerber support was heavily dependent on email and phone, which left the organization reactive, increased case backlog, and made service quality harder to scale.
167% Return on investment
41% Increased efficiency for MTTR
59% Reduction in case backlog
Solution
Koerber support was heavily dependent on email and phone, which left the organization reactive, increased case backlog, and made service quality harder to scale. Koerber Supply Chain implemented a ServiceNow-centered stack built around Customer Service Management Pro, Field Service Management, Virtual Agent, and CMDB. Key components included Customer Service Management Pro adds advanced automation for customer support; Field Service Management links field work to support workflows; Virtual Agent handles conversational self-service; CMDB stores service and asset context. Requests enter through Virtual Agent, and uses context from CMDB before Customer Service Management Pro and Field Service Management routes or fulfills the work. Updates then flow back to agents, account teams, or customers through the same connected experience. Running customer support and case management on one data model reduced manual handoffs and made expansion easier.
Data flow
Requests enter through Virtual Agent, and uses context from CMDB before Customer Service Management Pro and Field Service Management routes or fulfills the work. Updates then flow back to agents, account teams, or customers through the same connected experience.
Solution architecture
- Serving
- Virtual Agent Handles conversational self-service and ticket deflection for users.
- Orchestration
- Customer Service Management Pro Adds advanced customer-service workflows, automation, and agent tooling for support operations.
- Field Service Management Coordinates field-service activities and links them to customer-support workflows.
- Governance
- CMDB Maintains service and asset context that automation and support teams rely on.
Architecture clues
- CMDB quality is treated as a prerequisite for automation, service context, or visibility.
Evidence from the source
Körber Supply Chain’s workflow based on the inflection of cases shows a 41% increase in efficiency in mean time to resolution (MTTR)
The has created a robust library of 1,200 net new knowledge articles, enabling customers to self-serve and find answers to common requests without needing to interact with an agent
When a customer wishes to have a conversation with an agent, both parties are instantly looking at the same information and can make progress faster
With customer service in reactive mode, the volume of ticket escalations rose constantly
“Case escalation is much reduced, too; a lot of ‘noise’ in the system has been eliminated and, with ServiceNow, we can be proactive, not reactive.” Customer satisfaction scores have increased thanks to the combination of improved communication and positive customer experiences delivered by Körber’s ServiceNow solutions
Transparency Evidence & methodology
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
How scores are calculated
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Customer reference value95/100
- Problem clarity20/20Measures whether the customer's operational problem is specific enough to compare.
- Implementation depth20/25Rewards named components, data flow, integrations, and architecture detail.
- Outcome specificity20/20Measures whether the reported benefit is concrete rather than a generic claim.
- Quantified impact25/253 metrics describe measurable impact.
- Deployment scale10/10Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence79%
- Source authority20/25The main evidence is an official vendor-published customer story.
- Claim traceability21/2510 of 12 key fields link to a named source.
- Direct evidence20/205 direct source quotes retained.
- Date provenance0/10The publication date has no documented provenance.
- Source transparency8/101 source reference document publisher, URL, authority, retrieval, and supported fields.
- Implementation specificity10/10Rewards source-backed components, data flow, quantified impact, and a specific outcome.
Traceability
Sources & provenance
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
- https://www.servicenow.com/customers/koerber-customer-experience.htmlServiceNowFirst-party
Koerber Supply Chain customer story
Supports- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes
Date evidence
- First archived Apr 1, 2025 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.Open date source
- Sitemap last modified Jul 30, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.
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