Tata Communications is a digital economy leader
Tata Communications is a global company with its roots in emerging markets. The company is listed on the Bombay Stock Exchange and the National Stock Exchange of India and is part of the US$103.3 billion Tata Group.
Tata Communications generates US$2.9 billion in annual revenue with 77% generated outside India. The business is the world’s largest wholesale voice carrier, transporting 53 billion minutes of wholesale voice traffic per annum— the equivalent of one in 10 voice calls globally.
The business also operates the world’s largest wholly owned submarine fibre network, and when measured by internet routes, is the only tier one provider in the top five providers within five continents.
As a key enabler of information and communication technologies to global enterprises, Tata Communications has led from the front by ensuring a robust digital ecosystem that is equipped for the future. And it has the infrastructure that can cope with customers’ demands of intelligence, scalability, and flexibility.
The Tata Communications services portfolio includes predictable high-speed connections and global MPLS virtual private networks, telepresence services, DDoS mitigation and detection service, content delivery networks, and cloud offerings.
Tata Communications provides customised network solutions for customers in key markets—including verticals like manufacturing, oil and gas, banking, financial services and insurance, and media and entertainment—offering customers speed, quality, and unparalleled network reach.
Ensuring the company is supported by productive digital technologies is key to delivering the best service to customers and internal employees.
Tata Communications wants to become proactive and predictive
A key challenge for the team was to become more proactive and predictive in its customer service during breakages and other incidents involving the Tata Communications global, capital-intensive networks.
The need to confront and overcome this challenge grew daily. With Tata Communications customers increasingly dependent on the digital economy, outages or degraded network performance impacted revenue significantly. For new digital-only businesses, high network availability and strong performance was integral to their success.
As its initial goal, the team wanted to give customers the same event and remediation visibility that the Tata Communications business and technical teams enjoy. Ultimately, the team wanted to mitigate the impact of incidents to the point of delivering near-100% availability to customers.
Tata Communications selects ServiceNow
Following an intensive review process, the team selected ServiceNow Customer Service Management to deliver the first stage of a project that will eventually drive automation and further efficiencies throughout the broader Tata Communications business.
The deployment was completed in 90 days with a small team using minimal customisation, and the business is comforted by the fact that implementing additional functionality will not require a steep learning curve.