ServiceNow CSM Implementation & Personalized Portals for a Large Telecommunications Company

The Customer: 

Our customer is a large telecommunications company with over 50,000 employees and a customer base spanning across multiple countries. They are a leading provider of telecommunications services, including mobile, fixed-line, and internet services.

The Challenge: 

The company faced several challenges with their current customer service management process. They had a decentralized system in place, with different departments using different tools and systems to manage customer service requests. This led to silos of information, lack of visibility and transparency, and a lack of consistency in service delivery. Additionally, the company had a complex product and service offering, which made it difficult for customers to navigate and find the information they needed.

The Solution: 

mOne Technologies. was engaged to implement ServiceNow’s Customer Service Management (CSM) module, along with personalized portals for the company’s customers. The implementation included the following key components:

1. Centralized Service Management: The CSM module was implemented to provide a centralized system for managing customer service requests. This included the creation of a centralized service catalog, service level agreements, and a knowledge base.
2. Personalized Portals: Personalized portals were created for the company’s customers, providing them with a personalized view of their service requests and account information. This included the ability for customers to track the status of their requests, view their account information, and submit new requests.
3. Self-Service: A self-service portal was also created, allowing customers to access the knowledge base, submit requests, and track the status of their requests without the need for agent assistance.
4. Automation: Automation was implemented to streamline the process of handling customer service requests. This included automating the routing of requests to the appropriate department and automatically providing customers with updates on the status of their requests.
5. Integration: The CSM module was integrated with the company’s existing systems, including their CRM system and billing system.

The Results: 

The implementation of ServiceNow’s CSM module and personalized portals had a significant impact on the company’s customer service operations. The centralized system provided a single source of truth for customer service requests, improving visibility and transparency. The personalized portals improved the customer experience, making it easier for customers to find the information they needed and track the status of their requests. The self-service portal also reduced the workload on the company’s customer service agents. Overall, the implementation helped the company to improve customer satisfaction, reduce costs, and increase efficiency. The ultimate goal of the implementation was to improve customer service and customer satisfaction for the telecommunications company