Case Study
ServiceNow transformation: How UST helped a global telco reduce manual service operations effort by 90%
OUR CLIENT
This global technology provider delivers connectivity and network solutions for multinational enterprises. With thousands of employees and millions in annual revenue, the organization depends on highly reliable, scalable service operations to support its customers
THE CHALLENGE
Legacy systems, scalability issues, and slow response times hindered service delivery
The telecommunications company faced operational challenges across its service assurance and service delivery functions. Leadership wanted to reimagine order-to-cash business processes to create a customer-centric, single source of truth for IT, field, vendor, and customer operations. Key issues included:
- Fragmented systems, inconsistent processes, siloed data, and limited cross-team visibility that slowed decision making and collaboration across IT, operations, and customer service teams
- Limited application scalability, which hindered the onboarding of new customers, technologies, and geographies
- Extensive manual effort, which resulted in delayed responses, missed SLAs, and increased maintenance overhead
- Complex integrations due to multiple platforms that supported the same services and required significant development effort
- Vendor collaboration constraints caused by disconnected tools and email-based communications
- Lack of real-time performance visibility that prevented leadership from tracking service-level agreement (SLA) compliance and network health
To overcome these challenges, the company required a unified digital service platform to standardize workflows, automate dispatch operations, and seamlessly integrate internal and external vendor ecosystems to optimize and elevate customer experiences.
THE TRANSFORMATION
A fully integrated, single-instance ServiceNow ecosystem with advanced automation
UST designed and implemented a unified ServiceNow platform, integrating IT service management (ITSM), field service management (FSM), and telecommunications service management (TSM) modules with the company’s proprietary monitoring and network management systems. This approach enabled:
- A unified service delivery platform that enabled custom workflows across IT, operations, and service delivery teams to seamlessly manage 45,000+ incidents, changes, and requests per month
- Information technology infrastructure library (ITIL)-aligned workflows for ticket management with automated SLA tracking, escalations, and notifications
- Smart dispatch automation that featured custom-built agent fetch time logic that automatically assigns field technicians based on geography, skills, and time zone, achieving 85% automation and accelerating issue resolution
- Advanced email parsing and communications tracking that eliminated email-based ticket handling
- A customized vendor/contractor portal to efficiently manage all third-party work order assignments and communications within the single ServiceNow environment, accelerating resolutions
- A customized integration between the TSM and FSM modules that simplifies service agent workflows, enabling them to manage integrated work orders and receive real-time status updates directly from the TSM module
- Data-driven insights, from real-time dashboards that replaced manual reporting and enabled business users to build 144+ dashboards within weeks
- A zero-disruption phased migration that ensured live operations continued through data validation, cutover planning, and staged enablement
- Comprehensive knowledge transfer that included detailed documentation, train-the-trainer programs, and post-launch supervision, ensuring smooth adoption and maximizing the value of the solution
Through this transformation, the client shifted from fragmented, manual processes to a single, scalable, data-driven service operations hub with real-time dashboards and automated processes that increased reliability and reduced overhead.
THE IMPACT
Impressive efficiency improvements with 90% faster task assignments and reporting
The results of the ServiceNow implementation were immediate and measurable, including:
- 90% improvement in mean time to assign tasks from two to three hours to approximately 15 minutes within 24 hours of go-live
- 90% elimination of manual reporting with dashboards that showcase key metrics and enable self-service analytics
- 85%+ automated work order assignment, drastically reducing manual dispatching and improving enterprise agility and efficiency
- 40% reduction in repair workorder effort through automated data capture, reducing errors and accelerating issue resolution
- 100% vendor onboarding, streamlining coordination across all service delivery partners
- 100% auto-logging of network device incidents through proactive monitoring integrations
- 100% automated ticket routing using device and configuration item intelligence built-in to the platform
With UST’s partnership, the company modernized its service delivery ecosystem, strengthened operational agility, and gained a scalable foundation for future innovation.
Learn more about how UST can transform your complex service ecosystems into agile, data-driven operations with ServiceNow.
RESOURCES
https://www.ust.com/en/industries/tmt
https://www.ust.com/content/dam/ust/documents/ust-servicenow-health-check_cmdb-deployment.pdf