The Customer
The client, a large wireless carrier in the United States, was working with multiple tools that caused handling customer and internal requests to be very manual and inefficient. They operate more than 1,200 cell sites and 9,000 route miles of buried fiber optic cable.
The Challenge
The client was going through a digital transformation journey for the race to 5G. They were eager to be proactive and create a better employee and customer experience overall. As a part of their digital transformation journey, the client was looking to consolidate all their ticketing solutions across departments into one platform.
The Solution
GlideFast implemented ServiceNow CSM Configurable Workplace as Phase 1, which focuses on the teams that support the clients external CSB Customers. Their CSB Support team will be using the CSM Configurable Workplace to support their customers daily. The Client currently has ServiceNow Discovery deployed in a limited capacity and will be expanding this in future phases. An integration with the clients Logic Monitor tool will be the primary source of data to populate the ServiceNow CMDB. Additionally, our team imported key client Customer CI Data from their Connect Wise tool.
As part of Phase 1, the CSM Configurable Workplace Solution includes:
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Advanced Work Assignment (AWA) to help automate assignment and load balance the agents.
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The ability for the client to raise incidents and changes from Cases to facilitate based on use case; these will route to externally integrated systems bi-directionally (see integrations section below).
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Configuration of inbound email to automatically raise Cases and Incidents.
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Setup of basic crawl stage request management to facilitate fulfillment of a few high velocity request items.
In this case, Salesforce was a core data integration, as this is the master for the following: Accounts, Contacts, Contact Relationships, Locations, Subscriptions, PIDs (Product Instance Detail). This data integration is bi-directionally routed for customer contacts management. Some core data elements are being loaded to support future phase work for Order Management (starting Q4 2022).
Results
Since their ServiceNow Go-Live in November 2022, the client has had no internal escalations from account managers or sales folks asking to follow up on their customer tickets (Cases) sitting in queues not being worked. Ticket queues are at some of the lowest levels they have seen in a long time.
