Stofa re-imagines the service experience for today’s always-on customers
Stofa is one of Denmark’s leading providers of broadband and cable TV solutions with a customer base of 480,000 households across the country. In an age where much of the consumer’s professional and private life is spent online, it is critical for customer service management to handle issues promptly and efficiently.
To keep pace with current demands, Stofa decided to modernise its customer service operation, which runs under the banner Network Operations Center (NOC). NOC is brought in when an issue cannot be handled by Stofa’s firstlevel support team. Previously, issues were handled over the telephone—often with the customer waiting on the line—with no way to prioritise or queue issues. During peak hours, customer waiting times could be long—leading to a stressful environment for employees and often leaving customers dissatisfied. It was time for a new service management approach.
Stofa uses ServiceNow to redefine service processes, eliminating bottlenecks and “rush hour” requests
Stofa started the modernisation work with a comprehensive review of existing processes for handling customer issues, identifying bottlenecks, and outlining what could be done to streamline and unify customer service delivery. A key improvement would be to introduce a system to eliminate “request rush hours” for the NOC and enable the scheduling of issues throughout the day. As the new processes began to take shape, Stofa brought in Syspeople both as a future implementation partner and as a sounding board. A ServiceNow implementation partner, Syspeople is a Danish service management, automation, and monitoring expert. It offers advice and assistance in the field with interest, passion, and integrity.
“I had experienced service management implementations in the past and for me this was a very good case of how such a solution can improve processes quickly,” says Michael Terkildsen, Unit Manager, Stofa Network Operations Center. “Together with Syspeople we reviewed a number of systems and it was quickly apparent that ServiceNow had the platform that was best suited to our needs.”
Michael continues, “Syspeople is both knowledgeable and adaptable. One of the team’s key strengths is that they always find a way to make ideas become reality and deliver real improvements. I don’t think I’ve ever heard the words ‘that’s not possible.’ As a strategic partner, they were invaluable and as soon as we decided on the processes, all the components and pieces of the program fell into place very quickly.”
“We view ServiceNow’s offering as a complete and proven cloud-based service management platform, with an intuitive user interface that provides comfortable access to services,” says Mikkel Leth-Nissen, CEO, Syspeople. “The solution provides a powerful toolkit that secures service delivery overview and efficiency for management, service professionals, and end users alike.”
ServiceNow exceeds expectations with smooth implementation and out-of-the-box functionality
According to Michael, the implementation of the new solution went smoothly, and the results exceeded expectations.