The Customer
A large telecommunications company in the United States, needed to scale and secure its technology and processes, but the path to digital transformation was complicated.
They were using an outdated system, and when they searched for a solution to these problems, they found it in ServiceNow.
The Challenge
The customer orders for more than 8,000 customers, which equated to an average of 8 to 9 million dollars of revenue per month, were being managed via email and outdated systems.
The Solution
The telecommunications company partnered with GlideFast Consulting, and over the course of 6 months, the team implemented ServiceNow Customer Service Management and created two custom portals: one for internal employees' working cases and one for customers.
Results
The employee portal allows team members to see a holistic view of customer records. Now, any customer service request can be handled without having to sort through old email chains, search for the account owner, or deal with the inability to get an update because an employee is out of the office.
With four major integrations by the GlideFast team, the advanced solution is now able to make all customer, billing, order, asset, and site location data available directly in ServiceNow.
In addition, GlideFast Consulting implemented extra safety measures by onboarding two new firewall systems.
The firewall technology provides a fully-managed layer of security to the company and customers, ensuring data is protected at all costs.
