Case Study: SmarTone achieves faster, consistent high-quality customer service and 50% lower employee attrition with ServiceNow

SmarTone delivers unparalleled user experiences with innovative technology adoption

SmarTone, a leading mobile network operator in Hong Kong expanding into 5G and broader ICT services, faced rising demand from new, complex offerings that created more administrative work and repetitive tasks for its customer service teams. The company needed to maintain high service levels and position itself as a technology leader without increasing headcount by about 20%, while also improving employee morale and reducing attrition.

SmarTone implemented the Now Platform and ServiceNow Customer Service Management in a phased rollout, automating workflows and adding self‑service capabilities. The platform now handles 1–2K requests monthly, cut administrative work by roughly 20%, halved frontline attrition, shortened report lead times from days to minutes, and freed staff to focus on revenue‑generating activities—helping SmarTone improve customer experience and accelerate ICT expansion.

SmarTone

Daniel Leung

Head of Business Markets