RoutIT: Customer Service Mgt

RoutIT, part of KPN Zakelijk, is a leading Dutch provider of end-to-end IT solutions. They offer innovative internet, cloud, connectivity and communication services to 1500 business partners, who in turn offer their services to their SME customers. As such, their customer service management operations are one of their most important business processes.

Replace legacy tool

RoutIT is challenging itself to continuously improve their customer experience and automate customer service processes. Their legacy system lacked functionality and would have required a lot of custom development in order to meet their requirements. And so, they set out to find a new tool. They specifically wanted a future-proof solution that could grow with them over time, would easily integrate with their in-house built platform IRMA and save time. But the most important requirement was a solution that could handle their complex and layered business model.

Perfect match

ServiceNow Customer Service Management (CSM) ticked all the right boxes for RoutIT. Since the tool is easily configurable and built on a future-proof platform, ServiceNow offers them a new foundation from which they can grow their tooling and automation. Plat4mation consulted RoutIT on the best ServiceNow architecture for their complex business model and implemented CSM from start to finish.

“Plat4mation was able to deliver the architectural expertise we needed to map our highly complex IT landscape to ServiceNow. With CSM, we have a solid base to improve our customer service now and in the future.“

—Willem Jan Davelaar, Process/Chain Manager RoutIT

Scope

• 1500 business users
• 75,000 fulfillers
• 8000 tickets per month
• 14,500 service portal users