A Mobile Carrier's Journey with ServiceNow TSM and TSOM
0
escalations
40%
reduction in ticket queues
100%
improvement in data integrity
"Data integrity in the cases seems to be trending in the right direction. No tickets found yet that have been worked that have missing data. Thinking about how this sets us up for future phases once we implement Problem Management."
Executive Leader, U.S. Wireless Carrier
Summary
A leading U.S. wireless carrier partnered with GlideFast to transform its service operations using ServiceNow Telecommunications Service Management (TSM) and Service Operations Management (TSOM). The project focused on consolidating fragmented tools, automating workflows, and enhancing customer and employee experiences as part of the client’s 5G digital transformation. This introduced features such as Advanced Work Assignment (AWA), bi-directional integrations with Salesforce and Logic Monitor, and automated case handling via the CSM Configurable Workplace. Since going live, the client has achieved zero escalations, reduced ticket queues to record lows, and improved data integrity, setting a strong foundation for future enhancements like Problem Management and Order Management.
Disconnected Tools, Limited Efficiency
With the fast-paced evolution toward 5G, the client needed to centralize ticketing systems across departments to eliminate inefficiencies. Disconnected tools made it difficult to manage cases, incidents, and customer requests, leading to delayed responses and suboptimal service quality. The client aimed to transition to a single, automated platform to simplify workflows and improve both employee and customer satisfaction.
Building a Unified Service Framework
GlideFast implemented ServiceNow’s CSM Configurable Workplace to empower the client’s customer support team. Key integrations, including Salesforce and Logic Monitor, streamlined workflows and ensured accurate data flow. Features like Advanced Work Assignment and automated case routing brought efficiency and scalability, with future phases planned for expanding Discovery and Order Management.
Transforming Service Delivery
The implementation of ServiceNow CSM Configurable Workplace and advanced integrations delivered transformative results for the client. Ticket queues experienced a 40% reduction, hitting their lowest levels in recent history, thanks to automated processes and improved assignment workflows. Data integrity in cases reached 100% accuracy, ensuring that no tickets were missing critical information and setting the stage for future implementations like Problem Management. Furthermore, the seamless Go-Live led to zero internal escalations, with account managers and sales teams reporting no issues with customer tickets lingering in queues. These achievements have significantly enhanced operational efficiency and positioned the client for continued growth in their digital transformation journey.
Industry:
Telecommunications
Location:
Mississippi, United States
People:
1,600+ Employees
Products:
- ServiceNow Telecommunications Service Management
- ServiceNow Telecommunications Service Operations Management