About the Client
Our client is an industry leader that provides Wired, Wireless, and Security Networking Solutions to consumers across five continents.
Client Challenge
A leading network service provider organization was trying to connect everyone and everything so employees live better and work smarter. Before embarking on its CX transformation journey, they identified three areas of focus:
- Increase productivity by simplifying operations and increasing scalability.
- Improve customer experience.
- Empower employees to deliver superior customer service.
In doing so, the client wanted a solution that took care of the following challenges:
- Working with Movate, a ServiceNow Partner, our client wanted an enhanced customer service portal that optimized customer service management with simplified processes for operational efficiency.
- They wanted to implement a greenfield design on the ServiceNow platform to power customer management workflows for their Managed Connectivity Services.
- They wanted to move away from using multiple tools to create one standardized platform, increase ownership and accountability, and break down organizational barriers.
- The solution had to be delivered within 45 days to meet the GTM go-live schedules.
Movate Solution
Agile Approach An agile methodology was used throughout the ServiceNow implementation, supporting the clients’ strategic priorities of becoming an agile and flexible organization. This approach also led to the creation of self-steering teams, driving closer collaboration between their IT support and different networking product business spread across the globe. Movate created use cases for ServiceNow, starting with an Agile RFP process, which iterated from simple to demanding to determine the most agile solution.
Test Automation and ServiceNow Development
Movate provided end-to-end implementation of digital workflows, including the implementation of CSM with the help of Request, Asset, Incident, and Change Management modules. These helped in driving fast resolutions of around 10,000 cases per month. A diagnostic, intelligent routing tool assigns teams on skills, availability, and location.
Business benefits
ServiceNow Facilities Service Automation
- All incidents and requests for facilities are tracked through ServiceNow.
- Facility engineers resolve over 1000 tickets per month with an average CSAT score of more than 4.5/5
- compared to 210 per month with a low CSAT score of 3.4/5 before implementation.
- Automated reports for Managed Connectivity Services’ (NaaS) customers and client’s management team
Project Planning with Visual Task Boards
- An engineer, for instance, can work on an intake within the Kanban application and automatically create a change for implementation.
- The application provides an efficient means for budget considerations and approvals.
- The IT group is creating an application in ServiceNow to automate the process and make it easy to instantly know who has what and where different networking products are located.
Acceleration of GoTo market for Managed Connectivity Services’ (NaaS)
- Onboarded five key customers of Managed Connectivity Services’ (NaaS) quickly.
- Time savings for IT is more than 1,000 hours per year.
Transform disparate systems into a “Single System of Record”
- Automate request management and fulfillment for groups such as Operations Center, PMO, HR, and Recruiting.
- ServiceNow brings complete visibility into the work requested to understand causes, needs, and other trends.
- ServiceNow also delivers the scalability and mobility the company requires for growth.
About Movate
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.