For Proximus, IT and customer service are cornerstones of its digital transformation
As Belgium’s largest telecommunications company, Proximus provides telephony, internet, TV, and mobile services to consumers, whilst providing business customers with mobile and VPN/connectivity services, as well as acting as an ICT integrator. Proximus is on a mission to connect everyone and everything so people live better and work smarter. Its overarching strategy, #shifttodigital, is the driver for Proximus’ transformation from a telco company to a digital service provider.
Proximus is on a journey to become a truly digital, customer-centric organisation that is relevant, agile, and efficient. Before embarking on its #shifttodigital transformation, the company identified key areas of focus: increase productivity by simplifying operations and increasing scalability; improve the customer experience; and empower employees to deliver superior customer service.
“Our shift to digital has meant rethinking the way customer service and IT service delivery work within our organisation. We needed to move away from using multiple tools to create one standardised platform, increase ownership and accountability, and break down barriers within the organisation,” explains Lorenz Vandamme, Agile Product Manager at Proximus.
With ServiceNow, Proximus speeds time to market and unifies operational silos
ServiceNow® provided Proximus with an optimised, customer-centric platform to deliver customer service and IT support. An agile methodology was used throughout the ServiceNow implementation, which supports one of Proximus’strategic priorities of becoming an agile and flexible organisation.
Starting with an Agile RFP process, Proximus created use cases for ServiceNow, which iterated from simple to demanding to determine the most agile solution. This approach also led to the creation of self-steering teams and driving closer collaboration between IT and the business.
“Our new agile approach, enabled by the Now Platform®, has improved our time to market for new solutions and broken down many of the silos that existed in our business,” comments Lorenz. “Our adoption of ServiceNow has paved the way for the broader adoption of new ways of working at Proximus.”
Transparency and automation drive accountability and faster case resolution so employees can focus on adding value for the business and customers
The wide range of tools and processes within Proximus was causing inefficiencies and making the work of customer service agents and the IT service desk much harder than it needed to be. Manual approaches and poor visibility into cases and tickets caused delays and lack of clarity regarding ownership across various teams.
By standardising customer-focused service delivery processes onto a single platform, Proximus has a complete overview of cases, with employees benefitting from clear ownership and accountability. Digital workflows are facilitating fast resolution of around 10,000 cases per month and, with the help of a diagnostic tool and intelligent routing, teams can be assigned automatically based on skills, availability, and location.
“The end goal of freeing up our employees from repetitive and unnecessary tasks is to enable them to focus on more complex challenges where they can add value to the business,” comments Lorenz.