Today’s communications service providers (CSPs) are under considerable pressure to exceed customer and employee expectations, fight disruptive competitors, and pivot from commoditized offerings to high-growth services such as 5G and software-defined networks (SDN).

At the same time, CSPs must improve their operational efficiency while managing cost to serve. Multiple, disparate legacy systems with complex processes not only affect customer satisfaction, but also lack transparency into operations. Delivering a friction-free proactive customer experience relies on a CSP’s systems and tools all working seamlessly together right from the start.

As 5G accelerates growth of B2B2X ecosystems, enterprise customers expect more than just connectivity from their CSPs—they want business partners who can co-create solutions and help them orchestrate ecosystems. Enterprises themselves look for differentiated experiences with modern interfaces that speed up processes and offer consumer-like self-service.

ServiceNow® Telecommunications Service Management (TSM) harnesses the whole power of the ecosystem to deliver a friction-free customer experience by connecting the customer and the network on a single platform. With real-time visibility and end-to-end service assurance, CSPs arm employees with insights to take proactive actions and deliver better customer experiences.

CSPs leverage TSM to digitize processes, enhance customer care, and improve workforce productivity, while reducing the cost to serve. Ultimately, CSPs who use TSM deliver better experiences for customers and employees, while improving profitability and operational resilience.