Overview
The client is a telecommunications company that aims to provide high-speed internet, voice, and video services to communities across its service areas, leveraging fiber-optic and other advanced technologies to residential and business customers. The project focused on modernizing its network, overcoming legacy infrastructure and regulatory challenges, and competing effectively in rural broadband markets against other providers.
Scope
- The client faced challenges from inheriting aging infrastructure, particularly Digital Subscriber Link, as it works to expand fiber broadband in underserved rural areas.
- The client competes with larger, established providers while investing heavily in network upgrades.
- Additionally, customer service issues and regulatory hurdles further complicate its growth efforts.
Solution
- Centralized Quote Creation within ServiceNow.
- Acted as an integration layer with APIs.
- Used ServiceNow Flow Designer to automate integrations.
- Used ServiceNow to provide visibility, error handling, and escalation through case management.
Benefits
By leveraging ServiceNow and Flow Designer
- Reduced manual errors in order processing.
- Faster turnaround for wholesale disconnects (full automation).
Improved customer experience with accurate site qualification & validation.
Centralized monitoring via ServiceNow cases and workflows.
Scalability for integrating client systems.