Case Study: Proximus achieves customer‑centric digital transformation and faster case resolution with ServiceNow

Proximus shifts to a truly customer-centric digital company with ServiceNow

Proximus, Belgium’s largest telecommunications company, embarked on its #shifttodigital transformation to become a more agile, customer-centric digital service provider. The company faced fragmented tools and manual processes that slowed agents, obscured case ownership, and made it hard to scale and improve the customer experience.

By standardising customer service and IT support on ServiceNow Customer Service Management and using an agile rollout, Proximus built a centralised self-service portal (30k users), automated workflows, diagnostic tools and intelligent routing. The platform delivers full visibility and accountability, resolves about 10,000 cases per month, lowers average case costs, increases weekly case closures, enables proactive customer communications, and provides a scalable foundation for future AI and virtual-agent initiatives.

Proximus

Lorenz Vandamme

Agile Product Manager