Optus has initiated the deployment of a telecommunications industry-specific module within ServiceNow to enhance its services for business-to-business (B2B) customers. This move aims to provide proactive care and maximize quality-of-service for its clientele.
Optus has embarked on a Telecommunications Service Management (TSM) journey, signifying its commitment to improve service quality. TSM is designed to proactively address customer needs and enhance service quality, as documented by ServiceNow.
Embracing TSM for Enhanced Customer Service
One integral component of TSM is “Service Bridge,” which Optus plans to leverage. Service Bridge will facilitate integrations between Optus’s ServiceNow instance and those of its major B2B customers. Additionally, it offers a platform for publishing and sharing product and service catalogs with customers.
Brendon Williamson, Optus’ Director for Digital Technology, expressed his enthusiasm about Service Bridge, emphasizing that they are keen to roll it out to customers aggressively. This initiative aims to connect and integrate with as many of their customers’ ServiceNow environments as possible. Historically, Optus had developed its own integrations, referred to as Automated Ticket Exchanges (ATEs), for significant customers, such as those in the financial sector and federal government. However, Service Bridge offers a quicker and more efficient way to achieve these integrations.
Exploring Generative AI for Enhanced Customer Experience
Optus is also looking to leverage the generative AI capabilities integrated into ServiceNow’s recent ‘Vancouver’ release, which became generally available on September 20. This move represents an opportunity to enhance customer service through AI, freeing up agents to focus on higher-value tasks while reducing the need for manual, repetitive tasks.
Optus has been utilizing ServiceNow for ticketing and support within its B2B managed services operations for approximately a decade. The company initially transitioned from an on-premises instance to the cloud-based Now platform, addressing challenges in supporting managed services customers and ensuring easier platform upgrades in the future.
Notably, around 55 percent of customer interactions through Optus’ Now platform are fully automated and “zero-touch.” These automated interactions include tasks such as processing handset orders, provisioning new SIM cards, and enrolling services in mobile management and security tools.
Brendon Williamson highlighted the value of these process transformations and the partnership with Infosys in driving these enhancements within the Now platform, positioning Optus for a technologically advanced future.
