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Telia Turns to ServiceNow for Workflow Management Transformation
Cloud solutions and workforce software provider ServiceNow (News - Alert) recently revealed telecommunications/mobile network operator Telia Company has turned to ServiceNow to transform service management and customer service operations.
As part of this new business relationship, Telia will take advantage of two primary ServiceNow resources, Telecommunications Service Management and Telecommunications Network Performance Management, allowing the company to send automated updates to the Now platform in the event of any technical issues, customer complaints, or dips in service. Representatives of the company believe that through heightened technical support and reliable communication methods, Telia will strengthen customer relations and improve business functionality.
“The pandemic has accentuated the importance of our secure, reliable, and efficient networks and operations to our customers and the societies we are serving,” said Rainer Deutschmann, Group COO, Telia Company. “In our innovation partnership with ServiceNow we will push the boundaries of service management. Our expanded collaboration with ServiceNow is an integral part of our transformation journey, where we embrace intelligent automation to deliver even better customer experiences, operational excellence, resilience, and efficiency to the benefit of our consumer and enterprise customers across all our markets.”
Ample technical support is becoming a necessity in the increasingly digital economy and remote workforce. Customers are utilizing digital services more than ever, especially with COVID restrictions still lingering in certain parts of the world. The same is true from an employee standpoint, with many companies shifting to hybrid work environments. With ServiceNow’s advanced solutions, Telia will be able to use analytics and in-house data to address critical issues before they spiral out of control.
“In today’s environment, communications service providers are serving a critical role in providing essential services to all people – from connecting patients and physicians through telehealth services to enabling students to engage with their teachers through remote learning. said Dave Wright, Chief Innovation Officer at ServiceNow. “Leveraging the power of ServiceNow’s solutions and the ability to seamlessly connect customer and service operations, Telia is accomplishing its digital transformation goals while delivering amazing experiences for its customers.”
Edited by Maurice Nagle