Telia uses ServiceNow to transform services and customer operations and provide customers with a superior experience

Santa Clara, California–(Business Information)–ServiceNow (NYSE: NOW) It was announced today that multinational telecommunications company and mobile network operator Telia will standardize its service operations on the Now platform. Telia Company, a leading operator in the Nordic and Baltic regions, is expanding its cooperation with ServiceNow to create workflows that simplify service management processes and enable proactive customer service. More than ever, people rely on their service providers to provide reliable and fast Internet to keep in touch with the world. In order to maintain service, build trust, and stand out from the competition, Telia’s cooperation with ServiceNow helps to provide customers and employees with a better experience while reducing costs.

Rainer Deutschmann, Chief Operating Officer of Telia Group of Companies, said: “The pandemic highlights the importance of our secure, reliable and efficient network and operations to our customers and the society we serve.” “In our innovative partnership with ServiceNow. We will break through the boundaries of service management. Our expanded cooperation with ServiceNow is an indispensable part of our transformation journey. We will use intelligent automation to provide better customer experience, operational excellence, flexibility and efficiency to benefit us Consumers and corporate customers in all markets.”

Through ServiceNow telecom service management and telecom network performance management, Telia is able to increase the efficiency of its incident management and service management functions, while improving communication between customers, care agents, and operations teams.

For example, any problems on the Telia network will be automatically sent from the network operation center to the Now platform, where the priority of the problem and its impact on the customer will be evaluated, and the work process will proactively notify the customer and help the team quickly fix the problem. When an incident triggered by the network occurs, Telia will be able to more effectively resolve and resume normal service operations across services, and at the same time identify and notify customers affected by the incident.

Using data and analysis to solve problems quickly is essential. The Now platform provides enablers such as intelligent automation to achieve high efficiency. Together with Telia’s transformation plan, the Now platform will enable a more proactive approach to service monitoring aimed at improving the customer experience.

“In today’s environment, communication service providers play a key role in providing basic services to everyone-from connecting patients and doctors through telemedicine services to allowing students to interact with teachers through distance learning. ServiceNow Chief Innovation Officer Dai Dave Wright said that the network that keeps us connected and prosperous has never been more important. “Using the power of the ServiceNow solution and the ability to seamlessly connect customers and service operations, Telia is achieving its digital transformation The goal, while providing customers with an excellent experience. ”

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