The pressure is on. Budgets are tighter. Expectations are higher. And “show me the value” has replaced “what’s the roadmap?” Too many ServiceNow programs stall at renewal because leaders can’t connect spend to outcomes. The problem isn’t performance, it’s proof.
The value gap
Executives don’t see the time saved when a process runs smoother. They see tickets, costs, and contract renewals. Your platform may be saving thousands in productivity, but if no one tracks adoption, AI deflection, or satisfaction, it looks invisible.
What good looks like
At the 2025 World Forum, Adobe showed how ServiceNow AI reduced time-to-resolution by 30%. That’s what stakeholders understand, measurable, human outcomes.
The businesses that thrive are those that track:
- Ticket deflection and first-contact resolution
- AI-assisted completions
- Task completion time
- User satisfaction (CSAT/ESAT)
When you tie these to financial value, your ServiceNow spend suddenly looks very smart.
How ServiceNow helps you prove it
- Performance Analytics: real-time dashboards that link outcomes to spend.
- AI Search metrics: show how many queries self-serve before escalation.
- Virtual Agent analytics: prove automation impact with deflection rates.
But raw data means nothing if the experience is broken. That’s where Monochrome steps in.
Monochrome’s approach
We connect UX with measurable ROI:
- Simplify journeys so users stay in self-service.
- Optimise searching for fewer tickets.
- Improve content for faster resolution.
- Measure the difference for tangible savings.
Our clients use our design-led metrics framework to prove exactly what works. The outcome? Renewals that sell themselves.
Build your ROI model
Start here:
- Calculate call deflection (tickets avoided × cost per ticket)
- Measure user satisfaction lift (ESAT pre/post redesign)
- Quantify adoption (active users ÷ licensed users)
Then tell that story. Because no CFO argues with numbers.
Frequently asked questions
How do I prove ServiceNow ROI?
Track measurable metrics like ticket deflection, task time, and satisfaction. Link each to cost savings.
What’s the biggest reason ROI isn’t clear?
Poor UX hides adoption. Fix the experience, and usage data starts proving value automatically.
How can Monochrome help?
We design for measurable impact, simpler journeys, better search, and clear reporting that connects design to business results.
For better ROI, book your UX accelerator, you can’t afford not to!