T-Systems

The Company

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.

The Challenge

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 This resulted in a set of outdated, fragmented, and loosely integrated legacy solutions that supported its business processes.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.

The Solution

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.

The Results

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.

Key Highlights

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

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 automation

> Improved customer satisfaction rates via transparent operation and an intuitive self-service portal Implementation