Success Story
90% reduction in manual work and order SLA breaches cut to 29% for U.S. Agrotech.
Client Overview
A leading North American agrotech company with over 2,000 employees supports its customers by delivering a wide range of products, services, and solutions.
Client's Challenge
The agrotech company faced significant challenges in its telecom operations, primarily due to outdated manual processes:
- One single senior telecom specialist was handling all order placements.
- Extensive manual work across processes.
- The termination process was entirely manual.
Milestone Solution
Milestone streamlined operations by transitioning manual tasks into an automated solution. This was accomplished by integrating systems to enable direct communication between agrotech customers and their telecom management team, eliminating the need for intermediaries.
- Rest API Integration Hub Flow Creation Workshop: Guided sessions to design and map API-driven flows for optimal integration.
- Integration Hub Flow Creation: Built custom flows to automate data exchange and process orchestration.
- Service Catalog Item Modification: Customized catalog items to enable self-service requests, enhancing user accessibility and reducing manual interventions.
Value Delivered
- 90% Reduction in Manual Work: Freed the Service Desk and telecom specialists from repetitive tasks and enabled them to focus on strategic initiatives.
- Improved Customer Experience: Empowered the team to drive their own fulfillment requests using the ServiceNow portal.
- 29% Decrease in SLA Breaches: Streamlined processes minimized delays, ensuring faster order fulfillment and higher compliance rates.
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Reduction in Manual Work
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Decrease in SLA Breaches
Service That Powered
Telecom Integration
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