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ServiceNow announced that it has been selected by trans-Tasman communications technology specialist, Pyrios, to support its business and customer experience transformation.
Pyrios is the first ServiceNow customer to implement an externally facing Customer Service Management (CSM) solution in the Australia and New Zealand (ANZ) market.
Pyrios delivers communications technologies, consulting and managed services across ANZ to a range of enterprise and government customers. It recently embarked on a wide-reaching business transformation to meet increasing customer service expectations and technological changes in the communications industry.
“ServiceNow has been a key part in our overall business transformation, assisting and guiding us on our journey to drive change for our business and our customers. It will bring much better service to our customer such as faster response times, more flexible service level agreements and streamlined service delivery,” said Robyn O’Reilly, CEO of Pyrios.
With KPMG managing the transformation, Pyrios is rolling out the solution in two phases. The initial implementation will give Pyrios a tailored, state-of-the-art toolset, which will allow the company to drive efficiencies in its Network Operation Centre through automated incident management processes and service level monitoring.
In the second phase of implementation, Pyrios will improve functionality to further the business’s transformation and drive greater customer intimacy.
“We see ourselves not only administering the ServiceNow platform but also developing and customising applications to optimise our service offering for customers,” said O’Reilly. “This will include automation of contract renewals, customer self-service portals and the option to integrate with a customer’s service management platform thereby providing end-to-end visibility of service requests.”