Solutions

TPSM Implementation

The Customer

Our client, a powerhouse in IT Managed Services, boasts approximately 500 staff worldwide, serving over 2000 clients across diverse industries. Renowned for its IT management expertise, the company aimed at elevating their customer experience through the integration of the ServiceNow platform into their Managed Services Practice. TPSM seamlessly merges Customer Service Management (CSM) with IT Service Management (ITSM), uniting customer care and operational excellence for a fluid and unified experience.

The Challenges

The MSP faced challenges in managing diverse, aging IT infrastructures, and maintaining up-to-date security in a dynamic threat landscape. Data silos hinder efficient data management and decision-making.

Portal for external customers were not user friendly and there was not clear catalog to request product and services.
Multiple technologies were use to support customers from a front-end and backend perspective, which impacted the ability to have a 360 view of customers related activities like cases, changes, projects, etc.

The Highlights

The clients approach prioritizes proactive case management, averting issues before they escalate. Integration of Customer Service Management (CSM) and IT Service Management (ITSM) enhanced efficiency streamlining case handling through role-based approvals, ensuring accountability. Catalog item availability aligns with responsibilities and contracts, optimizing service delivery. Intuitive CSM and ESC portals empower customers and agents, fostering transparency and collaboration.

The Solution

ServiceNow’s solution resolves the clients meticulous data modelling structure, ensuring precise insights and personalized experiences. Approvals, workflows, and user criteria are intelligently governed by contact roles and responsibilities, ensuring accountability and efficient case handling. With automated task creation, the platform streamlines processes, minimizing manual intervention and accelerating response times, ultimately enhancing productivity and customer satisfaction.

The Result

ServiceNow’s integration has significantly decreased Mean Time to Resolution (MTTR) by providing seamless access to pertinent customer data. The enhanced Configuration Management Database (CMDB) ensures informed and swift decision-making. Responsibilities-driven approvals for IT alterations bolster accountability and adherence. Moreover, the enriched Customer Service Management (CSM) catalog with 20 new items enhances user satisfaction, while the dissemination of 139 Knowledge Articles (KAs) empowers customers with valuable guidance and solutions.

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