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T-Systems

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  • Key Highlights
  • 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 This resulted in a set of outdated, fragmented, and loosely integrated legacy solutions that supported its business processes.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 which enable 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 automationon

    > 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

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