Transforming Telecommunications Operations with ServiceNow CSM and Portal

100%

400%

500+

“GlideFast’s ability to work independently while delivering high-quality results is truly commendable.”

Summary

A large telecommunications company in the United States was struggling with outdated systems and manual processes to manage customer orders, resulting in inefficiencies and lack of visibility. Partnering with GlideFast Consulting, they implemented ServiceNow Customer Service Management (and developed two custom portals—one for internal employees and one for customers. These portals, alongside four key system integrations, streamlined the order management process, saving over 500 hours per month and boosting delivery capacity by 400%. Additionally, new firewall security measures ensured enhanced protection for both the company and its customers, enabling secure, scalable digital transformation.

Inefficiency from Manual Systems

With over 8,000 customers and millions of dollars in revenue processed each month, the company relied on a patchwork of email communication and outdated legacy systems to manage and track customer orders. This manual, inefficient process created significant challenges, including frequent data gaps, lack of real-time visibility into order statuses, and delays in responding to customer inquiries. The reliance on multiple disconnected systems also led to a high volume of errors, missed updates, and difficulties in coordinating information across departments. As a result, the company struggled to meet customer expectations, leading to bottlenecks in service delivery and a general decline in operational efficiency.

Empowering with ServiceNow CSM & Custom Portals

Partnering with GlideFast Consulting, the telecommunications company embarked on a comprehensive digital transformation by implementing ServiceNow Customer Service Management (CSM) to streamline its operations. GlideFast worked closely with the company to design and develop two custom portals tailored to meet the needs of both internal employees and customers. The employee portal provided a centralized platform where team members could access a holistic view of customer records, track service requests, and manage cases without needing to sift through outdated emails or manual spreadsheets. The customer portal, on the other hand, offered a user-friendly interface for customers to easily submit requests, track the status of their orders, and communicate with service teams, improving their overall experience.

In addition to these custom portals, GlideFast integrated four critical systems—encompassing customer data, billing information, order management, and site location data—directly into ServiceNow, creating a seamless flow of information across the organization. This integration eliminated silos between departments, ensuring that all relevant data was readily available to employees in real time, improving decision-making and customer service responsiveness. The combination of ServiceNow CSM, custom portals, and system integrations not only enhanced operational efficiency but also laid the foundation for a more scalable, automated solution capable of handling the company's growing customer base and evolving business needs.

Boosting Efficiency and Security

The implementation of ServiceNow CSM and the associated system integrations had a profound impact on the telecommunications company’s operations. By automating previously manual and time-consuming processes, the company saved over 500 hours per month that were previously spent managing orders, handling customer service inquiries, and updating systems. This dramatic reduction in time spent on administrative tasks allowed the company to reallocate resources to more strategic initiatives and improve overall efficiency.

Furthermore, the streamlined order management system and integrated workflows enabled the company to increase its delivery capacity by an impressive 400%. This surge in capacity meant that the company could process a significantly higher volume of orders without compromising the speed or quality of service, directly contributing to enhanced customer satisfaction and revenue growth.

Additionally, the implementation of advanced firewall security measures helped safeguard both the company’s and customers' sensitive data, providing a robust layer of protection against cyber threats. These enhanced security protocols not only ensured compliance with industry standards but also fortified the company’s digital infrastructure, contributing to the seamless and secure transition to a fully automated, digital-first environment.