Case Study
Empowering Telecom Company: Implementing Innovative Service Management Experience for 5G-as-Service
Download Case StudyIndustry: Telecom, Telecom Construction
About the Client
The client is the industry’s first fully managed private wireless service. Their unique offering is a turnkey solution where they plan, design, build and operate the network with our state-of-the-art cloud-based solution. The company has its next-generation Security and Service Operations Center (SSOC) – a highly secure command and control centre equipped with artificial intelligence and machine learning based setup to dynamically respond to trouble. They have a dedicated team of technical experts who use these state-of-art tools to proactively monitor and manage customers private wireless network end-to-end.
Products & Services
Customer Service Management
- Case Management
- Escalation Management
- Customer - Contract - SLA management
- Assets & Product Configurations
ITSM
- Incident Management
- Request Management
- Change Management
- Problem Management
- Knowledge Management
- SLA setup
Business Requirements
The client is the first company to start Private network for 5G services under the umbrella of 5GaaS. Being into such a niche industry it was very important for them to deliver premium customer experience. They wanted to provide quick help and self-service enabled solutions to their customer do away with long waiting duration to get the service desired by their customers. They wanted a solution to have the ability to manage hundreds of customer service requests on a given day and at the same time maintain good customer relationships with faster customer service resolution process.
Their key ask was to have a solution with the following features:
Customer Experience
- To have a company domain URL having its branding for their customer facing port
- Enabling their customers to raise and track their cases
- Enabling resellers (partners) to raise case for their customer
- Enabling IVR based customer experience
Support Experience
- To have agent-friendly interface where it becomes easy to manage and track customer cases and drive it to resolution
- Providing all customer information on a single click
- Providing a dashboard to see all the case related information on one page
- Implementing industry best practices customer-facing SLA for cases and normal OLA for tasks
Business Challenges
Lack of experience and lack of clarity on process made it difficult to design the solution
All the entities were developed from scratch, all the attributes were discovered and created for the first time
The setup was new, and team was new to customer support model, so everyday users were coming with new doubts and concerns
No suitable existing system in place, so, finalizing requirements for multiple teams to use a common system took time.
The Solution
- Showcased out of the box Customer Service management solution with all stakeholders
- Scheduled multiple workshops to align their process expectations with out of the box functionality
- Made small customization and enhancements to align to their initial requirements.
- System testing followed by UAT
- Handover the initial set-up to stakeholders to spend some time on it
The Business Benefits
- Quick turnaround for customer which resulted in improved customer satisfaction
- Successful implementation using ServiceNow best practices
- The system is scalable, expandable, and upgrade-friendly for incorporating enhanced processes
- Better communication between agents and customer facilitates great customer experience and satisfaction
- Integrations and migrations helped automated process for agents, reducing need for manual intervention