Customer Service Automation
A1 Telekom needed to eliminate historic operational discontinuities across sales, support, and operations so it could deliver faster, more self-service-oriented B2B customer support on a single standardized platform.
Reported impact
A1 Telekom established a centralized service platform with a 360-degree customer view, improved incident handling for employees and field engineers, and materially advanced its B2B customer self-service and satisfaction goals.
A1 Telekom worked with ServiceNow on a digitization roadmap that combined Customer Service Management for customer-facing support workflows with IT Service Management for the internal operational backbone. Customer requests, service orders, and support interactions were moved off a patchwork of tools and partners onto a unified platform with automation, machine-learning guidance, chatbots, and a self-service portal. The company also centralized network, telecommunications, and IT service data so employees could troubleshoot incidents in context instead of switching among several systems. Field engineers use the same service ecosystem through a mobile app with online and offline access. The resulting architecture ties together customer interactions, operational data, and technician workflows so A1 can deliver faster support, clearer SLA oversight, and a more consistent end-to-end service experience.
Customers place requests and orders through A1's catalog and self-service support experience, where automation and machine-learning guidance help route work. ServiceNow then combines ticket context with network, telecommunications, and IT service data inside IT Service Management, and field engineers consume the same information through the mobile app when they need to intervene onsite.
At the touch of a button, live tech bots give us a 360-degree view of our customers.
ServiceNow Customer Service Management allows for service quality improvements to be delivered through automation, machine learning, chatbots, and a self-service customer portal.
They no longer need to navigate their way around several systems. Instead, all the data necessary to intervene in a fault is in a single platform.
We can now automate a mind-boggling number of process steps.
We now have a very transparent IT ecosystem and can view network data and telecommunications data as well as IT service data very easily.
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Scoring methodology
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Traceability
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