inMorphis Transformed ServiceNow for European Telecom Giant

Challenges

A leading telecom provider in Europe was facing several challenges in maximizing the return on their ServiceNow investment:

Undefined Value Metrics: Despite a large-scale deployment of ServiceNow, the provider lacked a clear framework to measure the platform’s success and identify potential areas for improvement.
Manual Processes and Operational Inefficiencies: Repeated manual interventions and process inefficiencies hampered their ability to leverage ServiceNow’s full potential, leading to higher operational costs.
Customization Overload: A high degree of customization caused delays in ServiceNow upgrades and increased overall maintenance costs, impacting platform agility and adaptability.

Solutions Provided by inMorphis

InMorphis-a ServiceNow-invested company, collaborated with the telecom provider to drive a structured approach focused on optimizing ServiceNow usage, enhancing automation, and embedding self-healing mechanisms to improve customer experience.

1. Curated Value Assessment Framework:

Using our proprietary value assessment framework, we conducted a comprehensive evaluation of the provider’s ServiceNow deployment to identify high-impact value drivers and areas needing improvement.
Metrics like platform utilization, process efficiency, and customer self-service capabilities were analyzed to craft a tailored roadmap.

2. Targeted Improvement and Automation Strategy:

Leveraging insights from our assessment, we devised a custom improvement plan, emphasizing automation and efficiency. Our Generic Automation Framework (GAF) was central to reducing manual interventions and optimizing routine operations.
This approach focused on high-impact areas, aligning platform functionalities with core business goals and customer experience improvements.

3. Self-Healing Capabilities for Common Customer Issues:

To enhance service reliability, we implemented self-healing mechanisms to automatically resolve recurring issues, reducing the number of incidents that required manual resolution and improving customer satisfaction.

Outcomes

Our partnership with the telecom provider led to measurable improvements and value realization:

60% Improvement in Platform Utilization: Streamlined workflows and targeted automations boosted the provider’s platform usage, unlocking significant efficiencies.
50% Faster Incident Resolution: Automated solutions reduced the time to resolve common issues, enhancing customer experience and relieving service teams.
75% Reduction in Upgrade Time: By minimizing unnecessary customizations, we enabled faster, smoother upgrades, lowering maintenance costs.
14% Self-Healing of Customer Issues: Our self-healing solutions reduced customer complaints by around 4,000 per month, elevating overall service quality.
60% Faster Automation Rollout: The Generic Automation Framework enabled faster deployment of automation scenarios, driving operational efficiency.