Case Study: Tata Communications achieves near‑100% availability and proactive incident resolution with ServiceNow Customer Service Management

Tata Communications uses Customer Service Management to help businesses meet digital economy challenges

Tata Communications is a global digital infrastructure company headquartered in Mumbai and Singapore with more than 8,500 employees and a leading role as the world’s largest wholesale voice carrier and owner of extensive submarine fibre networks. Faced with increasingly critical customer dependence on its networks, the company needed to become more proactive and predictive in handling breakages and incidents, give customers the same event and remediation visibility its own teams had, and mitigate incidents to approach near‑100% availability.

Tata Communications selected ServiceNow Customer Service Management and completed an initial deployment in 90 days with minimal customization, creating a platform for automated, responsive and transparent incident resolution. The rollout has enabled faster customer visibility and remediation, with plans to add machine learning to correlate events across networks, launch a ServiceNow‑based customer and employee portal, extend the solution to other business units, and drive further automation toward its goal of “100% availability and customer delight.”

Tata Communications