Better customer communications and no black holes

AVEX is a family-owned company that has been providing audiovisual and communications solutions and services to a broad spectrum of customers, including government institutions and sporting bodies, for more than 30 years. In the healthcare sector, for example, AVEX provides video distribution systems in operating rooms, connecting students with the surgeon live at an operation. Providing effective, innovative, and reliable communications services and building management expertise to its global customers is core to the company’s mission.

There’s no denying that AVEX is driven by passion and commitment, but it was facing challenges around communication internally and, more importantly, externally with customers. It needed an effective service solution that would improve communication between agent and customer and provide full case visibility in the event of a request, incident, or change ticket.

AVEX sought a solution that would provide customers with a single point of information, with all communication around a request ticket centralized. And to deliver a more efficient, seamless customer experience, it wanted a solution that would introduce automation into its processes. The company soon recognized the power of the ServiceNow platform to deliver on its requirements. 

AVEX adopted ServiceNow Customer Service Management and deployed Field Service Management (FSM), and now the customer has visibility of a wealth of information. Customers can access a new unified service portal where they can raise a ticket and instantly receive feedback on their request. The customer can also see the very nature of the actions AVEX is taking to resolve their issue, and the speed and clarity of communication is improving the customer experience with the added capability to select or deselect automated notifications. Customers are now able to raise quotations via the service portal, which is automatically then shared with the sales desk, who will create and issue the quote all within the portal. This end-to-end workflow, from the raising of the quotation request to the installation of the solution, can now be monitored by the customer via the portal.

And the power of the ServiceNow platform doesn’t just improve the experience of customers—it also gives the employees control over the service they deliver to customers via dashboards and reporting. Now that AVEX engineers are using the FSM mobile app, they have a full overview of their tasks for the day ahead—where they need to go and what kind of issues await them. This makes service delivery simple and efficient.

AVEX is looking forward to unlocking more value from the Now Platform—this is just the first step on its journey to providing customers with outstanding customer service.