A leading Fortune 500 U.S.-based telecommunications provider delivers broadband, wireless, and enterprise network solutions to millions of customers nationwide.
Despite its strong focus on digital customer experiences, the company faced challenges in providing consistent, proactive support across multiple channels. With fragmented systems and manual processes, customer interactions often led to delays, reassignments, and frustration, ultimately impacting satisfaction and retention.
The client set out to create a unified case management system that would boost efficiency, accelerate resolutions, and strengthen customer loyalty.
The Challenge
- Inconsistent customer experiences across phone, chat, and email
- Fragmented case data and manual routing leading to delays
- Limited visibility into service history, reducing contextual understanding
- Customer dissatisfaction and higher operational costs due to case reassignments
The Solution
The provider deployed ServiceNow Customer Service Management (CSM) to centralize and streamline case handling.
- Centralized case management across all customer interaction channels
- Automated case routing using business rules and customer segmentation
- Integration with backend systems (billing, provisioning, CRM) to provide full context visibility for agents
This gave agents a single, unified interface and customers a seamless support journey across touchpoints.
The Solution
The transformation delivered measurable gains in efficiency and customer experience:
-  35% reduction in resolution time through automation and contextual insights
- 40% increase in first-contact resolution, reducing escalations and hand-offs
- Improved customer satisfaction and retention, reflected in higher NPS scores
- Streamlined operations with lower service delivery costs
By leveraging ServiceNow CSM, the telecom giant successfully aligned its support operations with its mission of delivering proactive, consistent, and customer-first service.
