Another challenge for CSPs is the ongoing pressure to reduce cost to serve. For example, a tier 1 telecom provider may have tens of thousands of customer care agents who use multiple, disparate legacy systems with complex processes. This can lead to excessive handling times, rising costs to serve customers, and service-level agreement breaches for enterprise customers.
which serves B2B and B2C customers in 180 countries, worked with ServiceNow to transform its BT Meetings division. The different groups making up BT Meetings each used their own processes and tools, many of them customized and at the end of life. Each group also had different service desks that relied on manual processes centered on email and phone.
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ServiceNow Telecommunications Service Management helped with automation and self-service capabilities—particularly Virtual Agent, Service Catalog, and Predictive Intelligence. As a result, BT moved 70,000 customers and 1 million services to ServiceNow, retired two legacy systems, and achieved a staggering 85% agent satisfaction.
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