Migrating from BMC Remedy to ServiceNow to Modernize CSO Experience
The client, World’s Largest Fibre Optic Cable Network Service Provider was using the BMC remedy suite to support customer and partner services in their CSO (Customer, Services and Operations) division which was a key enabler for more than 1 lac customers and ~9 partners. There were major scalability and operational challenges due to the on-premise and heavily customized Remedy version. They intended a seamless approach to accomplish migration to a more agile, enterprise-grade platform without adversely affecting business operations
Solution Provided
Implemented comprehensive case management solution with tailored features such as case validation, first call resolution, inventory navigation, duplicate case check, timers, auto-closure rules, priority handling, incident patches, etc. to provide smarter customer interaction.
Created custom metrics to calculate case RFO, queue, downtimes and real-time dashboards for SOC, Team leads and service agents to have a single system of engagement across channels.
Integrated four Fault Management Systems (Monolith, Icinga, WirelessOne, and Spotlight) to create real-time alerts, Crammer to create planned events on all change requests, Audetemi to provide integrated field operations with a real-time and synchronized view, and Partner portals for case exchange and IVR for a consumerized service delivery experience.
