Telecom Enterprise – Faster Response & Improved Reporting
Leading Telecom Operator
A leading telecom operator modernized its service operations with ACG's ServiceNow CSM and ITOM framework, transforming from reactive to proactive service management powered by predictive insights.
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Measurable Results
The impact of our AI transformation
The Challenge
Slow customer response times due to manual incident routing
Limited visibility into service performance and SLA compliance
Fragmented reporting across multiple systems
Reactive service management approach
Poor customer satisfaction scores
Our Solution
Implemented ServiceNow CSM with intelligent incident routing
Deployed automated SLA alerts and escalation workflows
Created unified executive dashboards for service visibility
Integrated ITOM for proactive monitoring and management
Established predictive analytics for service optimization
Technologies Used
Cutting-edge tools and platforms
"ACG transformed our service operations completely. The automated incident routing and predictive insights have made us proactive rather than reactive. Our customers notice the difference, and our teams are more efficient than ever."