Customer Service Automation · IT Operations Automation
Arqiva needed to replace fragmented customer service and field operations workflows with a single platform that could coordinate customer journeys, schedule the right engineer faster, and give customers and staff one consistent view of service activity.
Reported impact
Arqiva improved field service productivity by 130%, enhanced 64% of case journeys with AI in ServiceNow, launched the CRM solution in four months, more than doubled completed task volume over two years, and reduced the hours of research, phone calls, and manual data entry needed to support customers and engineers.
Arqiva consolidated customer and field operations on the ServiceNow AI Platform so sales, service, finance, and engineering could work from one control-tower view. Customer Service Management holds the shared record of customer interactions and case triage, while Now Assist for CSM generates case summaries and resolution notes that can be shared with customers through the portal. Field Service Management and IT Service Management are connected to the CMDB, which gives engineers a digital representation of the broadcast and metering network. When an incident occurs, the platform assigns the closest engineer with the right skills, exposes asset details through barcode scans, checks spare-parts requirements, and links logistics so parts are delivered near the job site. Arqiva also connects its own ServiceNow instance directly to customers that run ServiceNow, allowing data sharing and deeper analysis without manual re-entry.
Customers open and track requests in the portal, where Customer Service Management records the interaction and Now Assist for CSM summarizes progress. Case triage, workforce scheduling, and AI signals feed the ServiceNow AI Platform, which uses CMDB context to dispatch the nearest qualified engineer in FSM and ITSM; engineers scan asset barcodes, confirm parts, and updates can be shared back to customers or into customers' own ServiceNow instances.
Now Assist for CSM automatically creates case resolution and summary notes and shares them with customers-saving teams hours of manual work.
Our ultimate goal is one unified system and platform of work, with every aspect of the customer journey-sales, service, finance-all managed in ServiceNow, providing a single control tower view.
Previously many of these tasks would require multiple phone calls. Now, everything is automated in the FSM agent app.
With ServiceNow CRM, we've made huge progress connecting our Field Service Management (FSM), IT Service Management, and Customer Service Management which are all connected to our configuration management database (CMDB)
the telecommunications company now directly connects its own ServiceNow instance with theirs-automating data sharing and removing the need for manual data entry.
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Traceability
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