Vikram Walecha, chief technology officer for ServiceNow at IBM, co-authored this blog.
5G has opened the door to a wealth of new opportunities for communications service providers (CSPs), from higher speeds to new network technologies. Forward-thinking CSPs will be able to target new customers, new buyers, and new markets with innovative products and offerings that will leverage 5G capabilities to accelerate digital transformation across multiple industries.
This represents a massive shift from the price-based competition CSPs have waged against each other when launching new services to now focusing on better customer experience and business outcomes. But these new possibilities come at a challenging time.
Most telecom companies know how valuable it would be to bring new bundled services to customers. However, to do that, they must navigate a growing ecosystem of partners, each with its own systems and processes. This adds layers of complexity to the operational silos and legacy systems that already exist within CSPs. These old ways of operating stand in stark contrast to the fast-paced changes happening in the industry today.
Reducing fallout and improving customer experience
According to TM Forum, “Many CTOs and CIOs see service fulfillment as a key piece of the 5G-era operational model and are sharpening their focus on service order management.”
That’s easier said than done. Without true digital transformation, a perfect storm is building for CSPs—requiring a new plan of attack in three key areas of pain for telecom companies—and their customers:
A holistic approach to order management is required
To better serve customers (and ultimately thrive) in the era of 5G, CSPs need a holistic approach to order management that goes beyond “ordering” and encompasses service assurance. As offerings become more connected, so must operations. Otherwise, telecom companies will find themselves falling behind the competition—fast.
The Order Management solution from ServiceNow and IBM gives CSPs a more connected approach from beginning to end, making it easier for:
Different teams and parties to collaborate internally on a single system of action
Digital workflows to automatically advance work from one person to the next
With service delivery and assurance on a single platform—uniting systems, processes, and people—customers get the updates and services they need. This pushes the entire telecom industry forward.
Learn more about how ServiceNow and IBM are helping CSPs remove the order management barriers that lead to poor customer experiences.
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