T-Systemsback to cases
- Key Highlights
T-Systems Hungary is one of the largest service providers in the CEE region that covers the entire range of ICT technologies. It has a large customer base comprising of large corporations and public sector institutions. The satisfaction of its clients relies not only on T-Systems‘ technological readiness and versatile competences but also on to its customer support system, which brings clients simplicity and peace of mind.
T-Systems Hungary had grown from mergers and acquisitions. This resulted in a set of outdated, fragmented, and loosely integrated legacy solutions that supported its business processes. Excessive manual tasks and the lack of automation or self-service capabilities had made the operation costly and error-prone. Failure to modernize its support system would have jeopardized its contractual service levels and customer satisfaction rates.
T-Systems Hungary selected ServiceNow’s cloud-based service management solution to modernize its service delivery system. The implemented solution takes advantage of ServiceNow’s numerous out-of-the-box functionalities, including Incident, Problem, Change, Knowledge, Service Request Management, and others. Functionalities like Work Order Management and Customer Onboarding were customized to support T-Systems’ complex operational environment and requirements. The domain separated ServiceNow instance features a template-based, multi-language notification engine, a multiple condition approval engine, a dynamically generated eWorksheet with electronic signature and various other functionalities implemented by GuideVision’s engineers.
T-Systems’ new ServiceNow-based service support platform streamlines all managed service processes, provides a customized self-service portal to all customers and automates many of the service delivery tasks. It provides a single system of records that enables consolidated, cross-domain reporting with ease. The onboarding of new customers is standardized and simplified resulting in a quicker onboarding process. The new solution brings significant operational cost savings by eliminating manual tasks, standardizing processes and providing better information for analysis.
Industry: IT and Telecommunication Services
Challenge: Complex, inhomogeneous processes, Loosely integrated legacy apps, Reliance on phone communication, Difficult to provide self-service, Limited automation
Implemented Solution: ServiceNow SaaS ITSM, Replaced 6 legacy tools, Process reengineering using ITIL best practices, Customer service portal with self-service capabilities, Process automation
Duration: 6 months
> Less complexity with a consolidated service delivery system
> Easy reporting and analytics with a single records system
> Significant cost savings and increased efficiency via self-service capabilities and process automation
> Improved customer satisfaction rates via transparent operation and an intuitive self-service portal Implementation
> Industry: IT and Telecommunication Services Challenge: Complex, inhomogeneous processes Loosely integrated legacy apps Reliance on phone communication Difficult to provide self-service Limited automation
> Solution: ServiceNow SaaS ITSM Replaced 6 legacy tools Process reengineering using ITIL best practices Customer service portal with self-service capabilities Process automation
> Benefits: Less complexity with a consolidated service delivery system Easy reporting and analytics with a single records system Significant cost savings and increased efficiency via self-service capabilities and process automationon Improved customer satisfaction rates via transparent operation and an intuitive self-service portal Implementation
> Timeline: 6 months Solution Components: Domain separated ServiceNow instance Incident, Problem, Change, Service Request, Knowledge, Configuration, Work order Management Custom applications