Ensuring consistent connectivity and support
CBC Tech is a leading Network-as-a-Service provider in Asia Pacific. It enables cloud-native networking and security-as-a-service that help enterprises deliver the best application performance with excellent customer experience. Fast, efficient, omnichannel customer support is the cornerstone of CBC Tech’s reputation.
In the early years, CBC Tech relied on an in-house incident management system to manage customer incidents. As the business scaled, critical workflows—including fault management, knowledge databases, inventory, and customer data—remained siloed across disparate systems. This fragmentation hindered service consistency and responsiveness, especially when customers demanded rapid fault resolution.
“At CBC Tech, service excellence isn’t just a promise—it’s a measurable standard we continuously improve,” says Dr. Ricky Chau, Chief Operating Officer. “We’re committed to listening closely to our customers and delivering solutions that accelerate their success.”
So, when its legacy, siloed systems had to be refreshed to meet its changing needs, CBC Tech selected ServiceNow—the AI Platform for Business Transformation. The next-generation service assurance ecosystem unifies customer support, reduces system complexity, and transforms daily operations for customer support teams with greater speed, efficiency, and visibility.
Unifying access to all service data
CBC Tech’s journey began with the deployment of the ServiceNow AI Platform and Telecommunications Service Management (TSM).
A single internal ServiceNow portal was first launched for all CBC Tech customer support, customer success, and engineering teams to manage and respond to incoming customer incidents. Access to all relevant customer data and technical information allows frontline customer support agents to immediately triage requests and allocate them to the appropriate experts.
With the ServiceNow portal, Ricky and his team gain complete visibility into the volume and status of every customer incident. Natural language search and customizable reports make it easy to analyze real-time data and take swift, informed action.
“I used to rely on weekly reports manually prepared by my teams,” says Ricky. “Now, I simply log into ServiceNow and get real-time insights at a glance. This visibility enables faster, smarter decisions—whether it’s resolving customer issues or optimizing internal resources.”
Each team member can personalize his dashboard to monitor his assigned customers, using live data to drive meaningful interactions and boost productivity.
Building service expertise through shared knowledge
The ability to create bespoke reports and better visualize data is transforming the service culture. Building a service knowledge base in the ServiceNow portal has then produced a multiplier effect.
The ServiceNow knowledge base has a convenient hierarchical storage that the team can use to organize knowledge in nested categories, making it easier to store, search for, and retrieve information.
“Access to the ServiceNow knowledge base has been a game changer,” says Ricky. “In our legacy system, our customer support agents had to search multiple sources, often wasting time trying to locate the right information. Now, with conversational keywords, they can instantly surface relevant content across a wide range of topics—quickly and efficiently.”
“Having everyone on a unified platform has dramatically improved resolution speed and efficiency,” says Ricky. “Our customer support team is not only delivering better support—they are more engaged and empowered in their roles, which translates directly into a stronger customer experience.”
Strengthening engagement with key customers
The adoption of ServiceNow Service Bridge promises to enable CBC Tech to forge even closer relationships with key customers, many of whom are already extensive ServiceNow users and understand the value that the AI-powered platform and its features deliver.
“ServiceNow’s extensive experience in the telecoms sector really resonated with us,” Ricky explains. “Many of our Fortune 500 customers have already deployed ServiceNow. With Service Bridge, we can collaborate seamlessly—no more switching between systems and screens—creating a truly unified digital experience.”
Service Bridge will accelerate the onboarding of new customers and create multi-instance workflows with established customers, unlocking fresh levels of productivity for the CBC Tech service assurance team.
Next, CBC Tech plans to launch the customer portal. The customer portal will provide access to live account and service performance information, and allow customers to self-serve a range of tasks.
“Many customers continue to report the incidents by email, phone, and social media channels, and we will retain those channels, but the dedicated customer portals are an important self-service development,” Ricky notes. “With ServiceNow, we’re creating an integrated, omnichannel customer service ecosystem. With a single platform and bespoke tools, our teams can deliver excellence in every experience, touchpoint, and interaction with CBC Tech, adding value at every stage of the customer journey."
Embracing AI to define future service standards
CBC Tech is now delivering record-breaking customer experience metrics. Its latest Net Promoter Score has increased to 72; Customer satisfaction stands at a near perfect 97%, while Customer Effort Score, which measures ease of customer interaction, is 90%.
With ServiceNow, CBC Tech can coordinate AI, data, and workflows on a single platform. This will inform how the company engages with customers, recognizing the customers’ contact preferences and appetite to self-serve. ServiceNow AI can unlock value at every stage of the customer journey.
AI has the ability to generate analytics around common faults and trends that can help the company prevent issues before they occur, delivering an excellent customer experience.
“ServiceNow has been instrumental in shaping a clear, phased roadmap for our business transformation. This is more than just a project—it’s a long-term partnership as we redefine what digital customer experience looks like,” Ricky concludes.