Segra Implements ServiceNow for Digital Business Transformation
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Insights
The selection of ServiceNow by Segra to power its SegraOne solution represents a strategic investment in digital transformation within the telecommunications sector. Segra is positioning itself to enhance operational efficiency and customer service by leveraging AI-driven resolutions and omnichannel self-service. This move is anticipated to reduce operational costs and improve data quality by integrating with other critical business systems.
From an industry perspective, the adoption of such advanced digital workflow platforms is indicative of a broader trend where telecom companies are seeking to differentiate themselves through technology-driven customer experiences. The focus on streamlining incident resolution and reducing manual work aligns with the industry's push towards automation and efficiency.
The implications for stakeholders include potential improvements in customer satisfaction due to faster issue resolution and increased transparency. For employees, the integration could lead to a more seamless work experience and reduced workload due to automation. Over the long term, these improvements could contribute to higher customer retention rates and a stronger competitive position in the market.
The announcement by Segra could be seen as a positive signal to investors, as the company is actively seeking to enhance its operational capabilities and customer service through digital transformation. The partnership with ServiceNow, a reputable provider with a strong track record in workflow automation, could be perceived as a commitment to adopting industry-leading solutions.
Financially, the efficiency gains from the SegraOne platform could lead to cost savings and potentially higher margins. However, the initial investment in the ServiceNow platform and the costs associated with the digital transformation process should be considered. Investors will be keen to monitor the impact of these changes on Segra's financial performance, particularly in terms of return on investment and the effect on the company's bottom line.
It is also worth noting that as Segra strengthens its infrastructure and customer service capabilities, it may become a more attractive partner or acquisition target, potentially influencing its market valuation.
Segra's initiative with ServiceNow Telecommunications Service Management is a significant step in redefining the customer experience within the telecommunications industry. By prioritizing customer service and operational efficiency, Segra is likely to set new benchmarks for customer engagement and satisfaction.
The integration of AI and automation in case and incident management can lead to a more personalized and responsive customer service. This is particularly relevant in the telecom industry, where customer expectations for quick and efficient service are high. In the long run, these enhancements in customer experience can translate into increased loyalty and a stronger brand reputation.
For Segra's ecosystem, which includes enterprise customers and partners, the benefits of increased transparency and optimized self-service can streamline interactions and foster a more collaborative environment. This holistic approach to customer experience could serve as a model for other telecom companies looking to undergo a similar transformation.
Segra will use ServiceNow Telecommunications Service Management to power SegraOne for Case and Incident Management, a new solution that will simplify everyday work and transform customer service and employee experiences
SegraOne will help employees resolve issues faster with AI-driven resolutions, increase transparency, and optimize omnichannel self-service, reducing the cost to serve across every enterprise customer and partner within Segra’s ecosystem. SegraOne will also integrate with Segra’s other critical business systems to ensure an accurate and seamless transfer of information across the organization and better data quality.
“At ServiceNow, our relentless focus on innovation is aligned with Segra’s forward-thinking vision for digital transformation,” said Paul Smith, chief commercial officer at ServiceNow. “We’re building vertical solutions to help customers across every industry boost productivity and efficiency. For Segra, this means reshaping operations and enhancing automation to streamline incident resolution and help eliminate manual work. This is just the beginning of substantial business transformation for Segra, and we’re thrilled to partner with them on this journey.”
“This collaboration with ServiceNow marks a significant milestone for Segra as we redefine customer service and operations,” said Kevin T. Hart, chief executive officer at Segra. “Segra is focused on our customers and investing in building a world class customer experience. SegraOne is the next step we have taken to revolutionize how we serve our customers, setting new standards for efficiency and innovation, and we’re already seeing results. We look forward to the positive impact this will continue to have on both our customers and employees."
The launch of SegraOne is part of a large-scale transformation for Segra, with ServiceNow as a critical partner. Segra chose ServiceNow for its telecom-specific workflow automation capabilities running on a single platform with a single architecture and single data model. ServiceNow’s intelligent platform and telecom product portfolio will ultimately help Segra streamline the end-to-end customer journey – from the initial network planning to sales and order management, installation, maintenance, and ongoing service assurance.
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud‑based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNowTM. For more information, visit: www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
About Segra
Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, cloud and collaboration solutions, all backed by industry leading service and reliability. Serving over 8,000 customers in 28 states and 43,000 fiber route miles, Segra has been providing customer focused solutions for over 150 years. Segra is a standalone fiber company owned by Cox Communications, to accelerate growth in commercial fiber solutions. For more information, visit segra.com
View source version on businesswire.com: https://www.businesswire.com/news/home/20240225055478/en/
Theresa Ianni
press@servicenow.com
216-544-6817
Zenita Henderson
media@segra.com
980-201-3642
Source: ServiceNow
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