The client is a US-based telecom network giant with a wide network of equipment and internet solutions.
Challenge
The client’s call center staff was relying on 7-8 systems together to manage their customer queries for its products and services. Customers were not receiving real-time updates due to legacy systems and outdated technologies. Their cumbersome manual routing and assignment system was inefficient, and staff were unable to remain organized without a centralized inventory and order management system on top of a lack of a category-based catalog and order system.
Solution
The Enterprise Platform team was brought in to integrate and configure the ServiceNow Customer Service Management Application. The team implemented the ServiceNow Virtual Agent with Facebook Messenger, WhatsApp, and Apple Messages to get real-time queries from customers and deliver an interactive experience.
This new system automated their routing processes based on agents’ availability and skillset thanks to our team configuring Advanced Work Assignment. With Twilio integrated for messaging, a new catalog of items for telecom products and services, and their old cases migrated over to the new ServiceNow platform, the client’s customer service transformation was completed.
Impact
The customer service team now has a single self-service portal with omni-channel engagement for customers. All these enhancements have greatly improved productivity and reduced the average resolution time.
