Stuck with a legacy tool for ITSM, this organization needed to deliver, service, track and support their customers' 911 systems — providing complete transparency and near real-time case management. As part of handling more than 500 cases a day, the company needed to manage field services, RMA processes, stocks and on-site spares — including managing third-party vendors. As a supplier of public safety communications systems, the company also had to meet strict local, state and FCC regulatory compliance requirements. To respond to these challenges, they evaluated several vendors, and ultimately chose ServiceNow to replace their legacy ITSM tool.
Working with our partners, ServiceNow Global Services drove a comprehensive call center transformation project. During the project, ServiceNow Global Services deployed a comprehensive set of ServiceNow applications — including Customer Service Portal, Case Management, Vendor Management, Contract Management, Service Level Management, Problem Management and Change Management — as well as integrating with other call center systems. The team also seamlessly upgraded the ServiceNow Platform during this rollout, allowing the organization to take full advantage of the latest ServiceNow capabilities.
After going live, they achieved tremendous value by automating processes, consolidating information, and dramatically increasing ease of use. This included:
- Achieving internal SLAs of handling a minimum of 500 cases day
- Addressing and closing 5,300 cases without any customer issues
- Driving down response times to customers' actionable alerts
- Automatically tracking contract entitlements and time spent per customer
- FCC compliance reporting for 911 systems uptime and issue resolution
- Comprehensive asset tracking, including assets installed in customer sites
- Structured RMA and planned maintenance processes
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