Industry
Telecommunication
Services
Implementation & Consultation
Solution
ITSM, CSM
Region
UAE
Virgin Mobile turned to Aelum Consulting’s ServiceNow experts to have a scalable platform for eliminating silos, streamlining processes, and empowering customers with self-service options.
The Company: Virgin Mobile UAE
Virgin Mobile UAE, a subsidiary of Emirates Integrated Telecommunications Company PJSC (du), operates within the telecommunications industry under the esteemed umbrella of the globally recognized Virgin Group. The Virgin group is renowned for its diverse portfolio spanning mobile telephony, travel, financial services, and more. From more than 50 years, the Virgin Group has been prominent for providing unique and exceptional customer experience and currently employs more than 50,000 people around the world, operating in over 50 countries. A part of one of the most world’s most recognized telecommunications brand, Virgin Mobile UAE is all about amazing mobile experiences making mobile better in UAE with fully digital approach, giving customers freedom, transparency, value and a seamless digital experience.
The Challenge
From legacy systems to digital transformation for enhanced mobile experiences
Virgin Mobile UAE was receiving thousands of requests daily, they were using their own platform to handle all the queries and were unable to cope up due to lack of robust tools for managing critical functions such as customer service, IT service management (ITSM), and configuration management database (CMDB). There primary challenges were:
- Operational and customer service inefficiencies due to fragmented workflows led to delays in service delivery.
- Integration issues with existing tools like Jira proved challenging.
- Proprietary support tools created compatibility issues, further complicating operations.
- Managing and scaling was difficult with on-premise infrastructure, limiting operational agility.
- Setting up mid servers and deploying discovery solutions required intricate configurations, slowing down implementation.
- They had multiple accounts, leading to instances where cases were raised instead of queries, complicating case management.
The Goal
Deliver value for money, constant innovation and exceeding customer expectations
Virgin Mobile UAE needed a comprehensive enterprise solution to streamline processes and improve efficiency. The goal was to have a scalable platform for eliminating silos, streamline process, and empowering customers with self-service options.
The Solutions
Moving from Silos to Synergy
The multiple tools and fragmented processes, Virgin Mobile UAE recognized the need for a unified platform to streamline operations and boost efficiency. To meet these challenges, they partnered with Aelum Consulting for a comprehensive digital transformation. As a leader in the ServiceNow ecosystem, Aelum Consulting began by closely aligning Virgin Mobile UAE’s operational needs with tailored solutions from the ServiceNow Suite, delivering within strict deadlines. It was a greenfield project where we implemented everything from scratch and migrated data from their existing tool to ServiceNow. The key solutions provided were:
- ServiceNow ITSM: Aelum implemented a centralized platform to efficiently manage IT services, automate workflows, and enhance overall process efficiency.
- ServiceNow CSM: Enabled superior customer service by introducing features like case management and self-service portals, resulting in a more seamless customer experience.
- ServiceNow Integration Hub: Facilitated smooth integration between ServiceNow and existing tools like JIRA, ensuring continuity without disrupting operations.
ServiceNow Tech Stack used for Virgin Mobile UAE:
ServiceNow’s ITSM, CSM, and Discovery solutions, alongside the Integration Hub
The Outcomes
Through this digital transformation, Virgin Mobile UAE was able to overcome their operational challenges and optimize their service delivery. With the modernized ServiceNow suite, Virgin Mobile UAE achieved:
- Increased Efficiency: Streamlined workflows led to faster issue resolution, reduced downtime, and more efficient use of resources.
- Improved Customer Satisfaction: Customers were empowered with self-service options, and enhanced case management ensured quicker and more effective support.
- Enhanced Visibility and Control: Comprehensive visibility into the IT infrastructure enabled proactive problem resolution and better resource allocation.
- Seamless Integration and Collaboration: Integration with existing tools like Jira eliminated silos, promoting stronger inter-departmental collaboration.
- Scalability and Future Readiness: The flexible ServiceNow platform provided Virgin Mobile UAE with the scalability needed to adapt to evolving business demands and future growth.
This transformation positioned Virgin Mobile UAE for continued success, with the ability to deliver better services while efficiently managing its operations. After implementing Virgin Mobile UAE, it saw significant changes, such as deflection in 730 cases, a 1% reduction in agent attrition, and a 0.2% reduction in customers with unfavorable experiences in the first 6 months after going live.