CASE STUDY
Transforming Service Management with ServiceNow for a leading Fortune 15 Telecommunication Company
iLink Digital successfully implemented a comprehensive ServiceNow solution, replacing outdated and fragmented service management processes. The client faced challenges with disparate legacy systems, leading to operational inefficiencies and communication gaps. We helped the client to consolidate these systems into a unified ServiceNow platform, streamlining workflows, automating tasks, and providing real-time analytics. This resulted in a significant reduction in fulfillment time, improved ticket and resolution rates.
Industry
Telecommunication
Company size
150K Employees
Headquarters
Dallas, Texas, USA
About Client
Our client is a leading American telecommunications provider offering a wide range of services, including mobile and fixed telephony, broadband, and subscription television. The company is also a significant player in the 5G and fiber technology space, providing high-speed internet and mobile services to millions of customers.
Challenges
- ● Disparate Ticketing Systems: Multiple ticketing systems in place for customer and field service management, leading to fragmented communication, and difficulty tracking issues across departments.
- ● Suboptimal Operational Processes: Various operational aspects, such as incident management, customer notifications, diagnostics, and dispatch tracking, have been inefficient due to a lack of automation and outdated tools.
- ● Limited User-Friendliness: Existing systems have complex interfaces and limited self-service capabilities, leading to frustration for both employees and customers.
- ● Data Silos: Data is present across different systems, making it difficult to gain insights into trends, performance, and areas for improvement.
Solutions
- ● Rapid Transformation: Successfully deployed a comprehensive ServiceNow platform (ITSM, CSM, FSM, CMDB, Service Catalog, Reporting & Analytics) to 8,000 employees in just 3 months, modernizing IT, customer service, field service, and more.
- ● Legacy System Modernization: Decommissioned and migrated multiple complex legacy systems (AOTS, BPM, WFA, WMS, LEXICON, NERS, Customer & Vendor portals), streamlining operations and improving data accuracy.
- ● Real-Time Insights: Replaced manual reporting with real-time analytics dashboards, empowering employees with data-driven decision-making.
- ● Unified User Experience: Enhanced self-service capabilities and provided a consistent interface for employees and customers, improving efficiency and satisfaction.
Business Impact
Improved routing and tracking
Improved customer satisfaction - 35% reduction in fulfillment time, 26% rise in ticket resolution per day
Empowering employees with data
100% Compliance of OH&S checklists for field services
