Case Study | Service Management for 5G-as-a-Service

Industry: 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

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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