SmarTone leads the way with 5G technology
As the leading mobile network operator in Hong Kong, SmarTone Telecommunications Holdings (SmarTone) is paving the way for 5G in the market because of its commitment to delivering an outstanding network experience to customers, continuous product innovation, and seamless user experiences, backed by digital workflows.
SmarTone, a subsidiary of property developer Sun Hung Kai Properties, provides voice, multimedia, and mobile broadband services, as well as fixed-fibre broadband services, to consumers and corporations. SmarTone aims to deliver “unbeatable and valuable experiences” for its customers.
SmarTone sets its sights toward future innovation with expanded and diversified solutions
“We are broadening our services from conventional telecommunications to a wide range of information and communications technology (ICT) solutions,” says Daniel Leung, Head of Business Markets at SmarTone. “To cope with changing demands, we need to expand and diversify our solutions.”
These new solutions include complex offerings that integrate fixed, mobile, and WiFi networks, such as complex public event WiFi solutions; industry-specific applications such as SmartHotel and SmartBuilding solutions; and cybersecurity products and services, such as risk threat assessment consultancy and end-point detection and response.
As SmarTone continues to diversify and expand its services, the organisation also had to address the growing demand on its customer service teams. These teams increasingly had to provision new services, resolve low-level incidents and problems, and complete repetitive—rather than managing more complex service issues.
As a frontrunner in delivering new applications and capabilities, SmarTone had to ensure its operations were future-proof too. “At least 20% to 25% more work is generated from customer use of these new solutions,” says Leung.
Realising that more is not always better, SmartTone looks to improve ways of working
“We realised we could not maintain customer service levels simply by adding more people to our teams,” adds Leung. “Without productivity improvements, we would have had to increase the number of people by 20%.”
“This would increase our human resources costs and the workload of our internal management. We needed to empower our existing teams to complete higher-value activities while removing as much of the administrative work from them as possible,” continues Leung. “Perhaps most importantly, we need to reduce the time customer service team members spent on repetitive administrative tasks would boost morale and reduce attrition.”
SmarTone sought to make work better for its people by building a productive, efficient, and work-smart way of operating to support the fast and agile introduction of new, innovative services.
With ServiceNow, SmarTone automates and digitises its workflows
SmarTone decided to automate and digitise workflows for its more administrative activities, such as service provisioning, and to enable customers to complete many administrative tasks themselves using self-service capabilities.
The provider conducted an evaluation that encompassed building its own customer service management system or deploying a SaaS (software-as-a-service) product from a vendor.