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ServiceNow revolutionises industry workflows for telecommunications

ServiceNow revolutionises industry workflows for telecommunications

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ServiceNow, a leading digital workflow company making work, work better for people, has introduced new products for telecommunications and financial services and provided more details about its healthcare and life science industry strategy. The company will deliver industry‑specific workflows to help customers in these industries accelerate their Digital Transformation to make workflow, whenever, wherever. ServiceNow also announced that it has formed a strategic go-to-market partnership with KPMG to support healthcare providers as they digitise clinical and business workflows.

“We are bringing the Workflow Revolution to every industry to accelerate Digital Transformation,” said Bill McDermott, CEO of ServiceNow. “In the telecommunications industry, the Now Platform and 5G will intersect to fundamentally reinvent legacy experiences. We will give financial services leaders innovative new tools to strengthen customer loyalty as the economy begins to reopen at scale. Together with our partners, we have never been more inspired to help our customers meet all the challenges and opportunities of the 21st century economy.”     

Communications service providers are in the midst of one of the largest opportunities in their history—the roll out of 5G. They are under pressure to exceed rising customer and employee expectations while managing costs, with little visibility across platforms, systems, tools and fragmented data. ServiceNow’s new telecom products, Telecommunications Service Management and Telecommunications Network Performance Management, will provide new workflows that connect customer service and network operations, including Proactive Customer Care and Automated Service Assurance.  The new products will be generally available later this year.

Telecommunications Products: 

ServiceNow’s new Telecommunications Service Management and Telecommunications Network Performance Management products will enable service providers to deliver better experiences to customers, contact centre agents and network operations teams so they can maximise their network technology investments while helping to reduce costs.

Built on the Now Platform, the products will extend ServiceNow’s capabilities in customer service and network operations with new telecommunications‑specific apps for Proactive Customer Care and Automated Service Assurance. The new products will enable service providers to better manage customer requests and quickly identify network issues for faster resolution. Service providers will be able to easily connect with their customers’ systems so they can deliver a superior experience at a significantly reduced cost.

In January, ServiceNow announced that Accenture will become the strategic go-to-market partner for ServiceNow on its new telecommunications solutions, helping companies drive Digital Transformation through purpose-built workflows. ServiceNow developed the new telecommunications products based on its work with leading telecommunications companies, including BT. To demonstrate its leadership in innovation in customer and service experience, BT is working with ServiceNow as the exclusive design partner for the initial telecommunications capabilities, providing expertise and insight into operator expectations and requirements for communications networks and use cases.

Hriday Ravindranath, Chief Technology and Information Officer, Global, BT, said: “We know Digital Transformation is complex and nobody can do it alone. So, we’re delighted to be innovating with leading digital workflow specialist ServiceNow to transform how we work with customers as they prepare their networks for Digital Transformation.”

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