Case Study: Stofa achieves faster, more efficient customer service with ServiceNow

The Key to Modernising is Firstly Knowing What You Want to Achieve

Stofa, a leading Danish broadband and cable TV provider serving about 480,000 households, faced long, costly telephone-based support queues and no way to prioritise or schedule second-level Network Operations Center (NOC) work. Peak “rush hour” call volumes created long waits, stressed staff, and poor customer experiences, prompting a 2016 decision to modernise how incidents were handled.

Working with Syspeople, Stofa implemented ServiceNow Customer Service Management (plus CMDB, incident/problem and knowledge management) with custom functionality for large incidents, automated notifications, and request scheduling and prioritisation. The change eliminated phone handoffs, enabled timely updates by SMS/email, smoothed NOC workloads, improved internal communication and verification, sped up customer response times, reduced resources spent resolving cases, and created a stronger platform for ongoing process improvement.

Stofa

Michael Terkildsen

Unit Manager, Network Operations Center