SNow Pro Consultants, Inc.

Implemented a new process for a Telecom enterprise that had multiple teams managing their Business-to-Business customer onboarding via Excel and email. The average customer onboard time was measured at over 40 days of combined effort. A new process was implemented in ServiceNow that required only the initial data entry by a single team while also meeting all requirements. This resulted in the average customer’s onboard time being reduced to 6 hours, an effort reduction of over 98%.

A client had an SLA implementation that did not reflect contractual obligations to their customers and was unable to show that they were being met. Implemented a complete SLA revamp that aligned everything to the contractual obligations and with a structure that supported future expansion. This resulted in a reduction in account management efforts and improved the customer experience due to automated, accurate reporting.

TELUS faced a unique situation because they not only need complex Event Management for their own organization, but they also need it for some of their business customers. This proof-of-concept (POC) project required a lot of initial planning, design, and education on what ServiceNow can truly do for an organization. After three months, TELUS had a working Event Management solution that met every requirement they asked for in the POC. This project was an excellent showcase of what can be done when both client and consultant work closely together and focus on achieving the same goals.