Service Portal Solution for a Media Entertainment Company

The Customer: 

A large media entertainment company, with a diverse portfolio of content and services, was facing challenges in providing efficient and effective customer support to its diverse user base. The company had a large number of customers accessing their services through various platforms, and the IT department was struggling to keep pace with the increasing volume of support requests.

The Challenge: 

The company’s IT department was using a traditional ticketing system for handling customer support requests, but it was not providing the level of service that the company needed. The system was not user-friendly, and customers had to navigate through multiple channels to get their issues resolved. The IT department was also facing difficulties in tracking customer support requests and providing timely responses.

The Solution: 

mOne Technologies was engaged by the media entertainment company to provide a comprehensive solution for their customer support needs. We proposed the implementation of ServiceNow’s Service Portal, which is a modern, user-friendly platform for handling customer support requests. The Service Portal provides a single point of contact for customers, where they can log their issues and track the status of their requests. The Service Portal also enables customers to search for solutions to common issues, reducing the number of support requests.

The Results: 

The implementation of ServiceNow’s Service Portal has transformed the way the media entertainment company handles customer support. The Service Portal has significantly improved the user experience, making it easy for customers to log their issues and track the status of their requests. The IT department is now able to provide timely responses to customer support requests, resulting in an overall improvement in customer satisfaction. The Service Portal has also reduced the number of support requests, enabling the IT department to focus on more critical issues. The media entertainment company is now able to provide efficient and effective customer support, which is a key factor in driving customer loyalty and retention.