Industry
Telecommunication
Services
ServiceNow Implementation
Solution
ServiceNow CSM
Region
USA
A leading telecom brand leveraged Aelum Consulting’s ServiceNow CSM capabilities to enhance operational efficiency and user experience within their telecommunications asset management framework.
The Company : RADCOM
A leading telecommunications company was an asset holder with a Customer Success Management (CSM) license, managing a vast portfolio of assets and maintaining thousands of active contracts. The client has been at the forefront of technological innovation, supporting major operators in transitioning to new network technologies, including the cloud and 5G. Customer-centricity, trust, and transparency have always been a driving force for them. As the company continued expanding its service offerings, it required an efficient and transparent system to seamlessly manage its extensive contracts and assets.
The Challenge
RADCOM’s call for change in handling queries and data accuracy
Earlier, the client implemented a CSM application to automate case management and streamline contract handling to reduce manual intervention. However, they quickly encountered several issues:
- End-users were unintentionally raising queries on cases where contract integrity was compromised, causing confusion and delays.
- Privacy concerns arose because users could access queries raised by other members within their organization, creating a need for stronger controls.
- The system’s analytics capabilities were lacking, making it difficult for decision-makers to gain visibility into cases and contracts.
- The existing dashboards led to doubts about data accuracy, triggering multiple inquiries from stakeholders who questioned the reliability of the information.
- Increased in communication gaps as there was no structured method to notify relevant parties about query priorities and updates.
- They had multiple accounts, leading to instances where cases were raised instead of queries, complicating case management.
- For historical data visualization, an enhanced solution was required to integrate and analyze data more effectively.
The Goal
The client needed a solution that let end-users manage queries individually while ensuring privacy. The goal was to integrate a knowledge base for self-service, enable real-time notifications for query prioritization, and improve data accuracy for better decision-making.
The Solutions
To make these processes more efficient and transparent, the client decided to implement ServiceNow CSM. They reached out to Aelum Consulting for its expertise in ServiceNow implementation. Our team at Aelum collaborated closely with the customer to redesign their CSM application, focusing on enhancing operational efficiency and improving the overall user experience. Key features of the solution included:
- “How Do I” Section for Queries and Knowledge Articles: Developed a dedicated section named “How Do I” to help users navigate the system more effectively. It included a query widget allowing users to access and filter queries specific to them and integrate social Q&A functionality, enabling users to interact with relevant knowledge articles based on their company’s context, thereby reducing unnecessary queries. Segregated queries and knowledge articles were used as per accounts, along with the implementation of sentiment analysis. The Sentiment Analysis prioritized queries, gave users the best possible Knowledge Articles, and resolved queries in seconds.
- Enhanced dashboard for improved data accuracy: Replaced the customer’s existing dashboard with a new, comprehensive solution featuring updated indicators and visualizations. The new dashboard prioritized data validation to resolve accuracy concerns.
- Privacy measures and query management system: We implemented a portal-level query management system with privacy controls that ensured end-users could only view their individual queries. This helped maintain separation between individual queries and those raised by other organization members.
- Communication channel for query resolution:A robust communication system was set up to notify relevant parties when a query was raised. This system allowed for real-time alerts and prioritized responses based on the severity and nature of the query.
ServiceNow Tech Stack used for RADCOM:
ServiceNow CSM, Scoped application, Portal, Integration: ServiceDesk, Performance Analytics
The Outcomes
The Customer has reduced manual efforts and improved customer satisfaction
Since going live, the new ServiceNow CSM has already proven to be a success with the customer team. Here are some of the qualitative results the customer has achieved:
- Improved User Experience:The ‘How Do I?’ section improved query handling and user satisfaction by providing easy access to relevant articles.
- Enhanced Data Accuracy: The new dashboard ensured greater accuracy and reliability of information, supporting better decision-making processes.
- Increased Efficiency: The portal-level system for query management, alongside the privacy measures and organization of queries, reduced manual efforts and improved operational efficiency.
- Better Communication:The robust communication channel facilitated prompt notification and response to queries, leading to quicker issue resolution and improved customer satisfaction.