Case Study: World’s Largest Fibre Optic Cable Network Service Provider modernizes CSO experience with ServiceNow and Apar Technologies

Migrating from BMC Remedy to ServiceNow to Modernize CSO Experience

Apar Technologies helped World Largest Fibre Optic Cable Network Service Provider, the world’s largest fibre optic cable network service provider, modernize its CSO (Customer, Services and Operations) division by migrating from a heavily customized on-premise BMC Remedy suite. The customer needed a more agile, enterprise-grade platform to support customer and partner services for more than 1 lac customers and about 9 partners without disrupting operations.

Apar Technologies implemented a comprehensive ServiceNow case management solution with features like case validation, first call resolution, duplicate case checks, timers, auto-closure rules, priority handling, and incident patches. It also built custom metrics and real-time dashboards for SOC teams, leads, and agents, and integrated multiple fault management systems, planned events, field operations, partner portals, and IVR to create a more consumerized, unified service experience.