Overview
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.