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How cablex Improved Quality Assurance with an AI-Powered ServiceNow App
When legacy tools couldn't keep pace with cablex's growing operational demands, the company partnered with Plat4mation to design and build a custom AI-powered Quality Assurance application on the ServiceNow platform. What started as a targeted solution for field operations quickly became a model for a scalable and efficient automation across the business.
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Table of contents
Legacy systems slowing work
Building and maintaining Switzerland’s telecommunications infrastructure is no small feat. For cablex, a subsidiary of Swisscom, keeping everything connected means managing a workforce of over 3,500 employees and contractors. Efficiency is essential for keeping operations running smoothly. When tools no longer support that, it’s a clear sign that change is needed.
The company originally relied on a Microsoft Power Apps solution for quality assurance (QA). It worked well for one business unit, but as the company attempted to roll it out to more units, it proved difficult to scale. Workflows varied across business units, manual processes created inefficiencies, and integrating with SAP was a challenge. The system lacked the stability and flexibility needed for enterprise-scale operations. Additionally, licensing complexities made it difficult to extend access to subcontractors, further limiting scalability.
cablex needed a modern, scalable solution that could automate QA processes, standardize workflows, and provide real-time visibility into field operations. The search led them to ServiceNow and Plat4mation.
A unified, AI-powered quality assurance platform
Migrating from Power Apps to ServiceNow provided cablex with a single, integrated platform for managing quality assurance across the organization. Instead of relying on disconnected tools and manual workarounds, the company could now automate quality checks, integrate seamlessly with SAP, and equip field technicians with a structured, mobile-friendly application.
At the heart of this transformation was Deepomatic, an AI-powered image recognition tool integrated into the QA process. This tool analyzes photos taken in the field, providing instant verification and feedback to ensure quality standards are met. Plat4mation designed and built the new Quality Assurance application on ServiceNow’s App Engine, creating a scalable solution that standardized workflows across business units and improved user experience with an intuitive mobile interface.
The new system introduced consistency across business units, ensuring a repeatable, high-quality QA process. This improved service quality while driving operational efficiency across the workforce.
Scaling operations without disruptions
Rolling out a new system to thousands of employees required careful planning. Plat4mation worked closely with cablex teams from the start, ensuring employees understood the new platform and could transition smoothly. Hands-on training also helped technicians get comfortable, and real-time mobile access allowed them to perform quality checks efficiently in the field.
The low-code nature of ServiceNow meant that adjustments could be made quickly without lengthy development cycles. A dedicated support team was in place to address any issues, ensuring a smooth transition with minimal disruptions.
The results were immediate. Employees quickly embraced the new system, recognizing how it streamlined their work. Automated processes and a user-friendly interface allowed teams to focus on their core tasks instead of dealing with inefficient workflows. The stability of ServiceNow ensured that quality assurance remained reliable and scalable.
Driving efficiency and accuracy across the business
With ServiceNow fully integrated, cablex saw immediate improvements in efficiency and accuracy. More than 2,700 field employees now use the platform daily to complete quality checks, reducing reliance on manual processes and improving compliance.
- AI-powered automation detects potential issues before they escalate, ensuring a proactive approach to quality control.
- SAP integration enables real-time data exchange, eliminating reporting delays and providing clear visibility into ongoing projects.
- 4 minutes saved per work order, leading to major efficiency gains with over 55,000 work orders processed annually.
- 5 hours saved per month per project manager, reducing administrative overhead.
- 4TB of SharePoint storage eliminated, thanks to more efficient data management.
By automating previously manual tasks, cablex freed up resources for more strategic initiatives. IT teams gained better governance and oversight, ensuring consistency and best practices across the organization.
Expanding automation beyond quality assurance
What began as a QA transformation is now reshaping operations across cablex. Seeing the impact of automation firsthand, the company is now expanding ServiceNow into other areas of the business:
- Construction workflows are being automated to provide real-time guidance to field teams.
- A customer portal is being developed to improve scheduling, communication, and service delivery.
- Additional business processes are being integrated into the platform to eliminate inefficiencies and create a more streamlined operation.
By consolidating these workflows onto a single platform, cablex is reducing complexity and improving coordination across teams. The ability to automate tasks and track performance in real time is helping the company become more agile and efficient.