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Smartone

Smartone

SmarTone improves customer experience with ServiceNow and Laputa

Benefits
#1 The level of Corporate Customer Satisfaction & stickiness has been increased, to enhance the professional image and reputation and set a new service standard among competitors.
#2 With automated workflow, internal Staff can focus on high-priority issues, thereby increasing Productivity and Service Quality.
#3 The billing cycle becomes faster and maintenance cost can be reduced.
#4 Single Platform for visibility and easier monitoring and reporting.
#5 There is new line of business developed for SmarTone and enable its business transformation.
 
Background 
SmarTone Telecommunications Holdings Limited (0315.HK) is a leading telecommunications company with operating subsidiaries in Hong Kong and Macau, providing voice, multimedia and mobile broadband services, as well as fixed fibre broadband services for the consumer and corporate markets. Its goal is to deliver unbeatable and valuable experiences to customers through its powerful network, purposeful apps and passionate service. The company has been listed in Hong Kong since 1996. It is a subsidiary of Sun Hung Kai Properties Limited.
 
Industry
Telecom/Technology
 
Products
Customer Service Management
  • Enterprise Customer Service Portal (Self-service portal for adding new services, e.g. IDD, roaming, Value-added services, changing plans and checking bills).
  • Smart Home (inventory & order system for telecom services on SHKP property WiFi coverage & Shopping mall mobile coverage and E-bill).
  • Blockwiring (Self-service portal for order fiber to flat for other telecom service providers, managing field services & mapping technicians automatically with mobile app).
 
Countries Covered
Hong Kong
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Challenges
  • Internal service delivery satisfaction and user experience needed to be improved using more effective processes.
  • Legacy IT services spread across disparate systems with a lack of overall transparency into activities.
  • Inability to provide self-service and self-help.
  • Lack of productivity and service quality.
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