Case Study: Global Telecom Provider reduces support tickets and response times with SumaSoft ServiceNow CSM

Global Telecom Provider cuts support tickets by 20% with SumaSoft

SumaSoft partnered with a global telecom provider facing significant challenges due to fragmented customer service channels. The absence of a unified platform led to inconsistent response times and an inability to scale support for its millions of customers, hindering the delivery of a consistent and high-quality experience.

SumaSoft implemented ServiceNow Customer Service Management (CSM) to centralize service requests and automate key workflows. This solution included a self-service portal and real-time performance dashboards. The results for the telecom provider were substantial, including a 30% reduction in response times, a 35% improvement in agent efficiency, a 25% faster issue resolution, and a 20% reduction in support ticket volume.