Suma Soft Optimizes Customer Support for a Global Telecom Provider

Client's Background

A multinational telecommunications company with vast operational services spread across numerous global regions, delivers a comprehensive suite of telecommunications services. These services combine many offerings, from high-speed broadband internet, advanced mobile communication solutions, to diverse television entertainment packages. Serving millions of customers, the organization is committed to providing seamless and superior customer experiences. The company offers a broad range of services, focusing on accessibility and customer satisfaction. The organization strives to be a leader in the telecommunications industry by consistently delivering reliable and innovative services to its diverse customer base.

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Challenges

  • Fragmented Customer Service Channels:

    Managing customer service inquiries across multiple channels created inconsistent response times and service quality.

  • Integrated Solution:

    The absence of a unified platform led to inefficiency in handling the high volume of customer service requests, hindering their ability to provide quick and consistent support.

  • Consistent Customer Experience:

    Maintaining a uniform and high-quality customer experience across diverse geographical regions and service offerings posed a significant challenge.

  • Scaling Customer Support:

    With millions of customers, the company needed a solution that would scale with the company.

Project Requirements

  • Omni-channel Support:

    We will provide seamless customer support across multiple channels, including phone, email, chat, social media, and mobile apps. This will ensure smooth ticket routing and efficient response management, reducing delays by 35% regardless of the customer's preferred communication method and reducing miscommunication.

  • Automated management processes:

    Configured workflows, automated tasks, and seamless platform integration with existing systems ensure a smooth transition and minimize disruption to daily operations. The goal was to improve agent productivity by 40%.

  • Complete Visibility:

    The organization sought valuable insights into agent performance to identify areas for improvement and optimize resource allocation, aiming to increase customer satisfaction by 25%.

The Suma Soft Approach

We implemented ServiceNow Customer Service Management (CSM) to unify the service channels and automate key processes. We improved overall case tracking and reduced client response times by consolidating service requests into a single platform and automated case routing and escalation to ensure faster resolution.

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ServiceNow Solution

  • Centralized Service Requests:

    The ServiceNow CSM solution enabled the telecom provider to centralize all service requests, improving case tracking and reducing response times by 30%.

  • Automated Workflows:

    Automated workflows streamlined processes and improved agent efficiency by 35%.

  • Customer Self-Service Portal:

    Integrating a self-service portal for the customers that empowered them to resolve issues quickly and independently, leading to a 20% reduction in support ticket volume.

  • Faster Issue Resolution:

    By providing the tools and insights needed to identify potential issues, we enabled the agents to resolve issues 25% quicker before they escalated.

  • Real-time Dashboards:

    We combined our in-depth knowledge of the ServiceNow CSM with industry best practices to incorporate real-time dashboards that provide insights into performance metrics, empowering the organization to deliver high-quality service.

  • Optimized Service Delivery:

    Our ServiceNow CSM Services enabled the organization to optimize data flow, eliminate data silos, enhance the overall functionality of the customer service ecosystem, and deliver high-quality service.

Business Outcome

With ServiceNow CSM, the telecom provider gained a seamless, efficient service experience, enabling the provider to meet customer expectations better with:

  • 30% reduction in response times

  • 35% improvement in agent efficiency

  • 25% faster issue resolution

  • 20% reduction in support ticket volume through self-service

  • Seamless Efficient Service Experience
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