Customer Service Management in Telecom

Large wireless telecommunications provider in Australia.

Business Issues

• Low self service rates for customers and service providers.
• High volume of requests via phone/email.
• Lacking UX and employee engagement.
• Manual processes and legacy tools.

Solution

• Certified, experienced ServiceNow consultants including Master Architect oversight.

• Custom ServiceNow apps back to OOTB.

• Intelligent Software Defined Network (SDN) portal for customers to visualise and manage network services on demand.

• Self-Care portal for Wholesale Service Providers for self service assurance and Test & Diagnostics.

• Integrated with NBN Co APIs to deliver self service, test and diagnostics, and appointment management

50% Improvement in MTTR

50% Reduction in YoY call volumes

40% Reduction in time on phone calls

0-touch. Self care services for customers

Increased staff engagement across service teams

Massive reduction in customer complaints