## 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