Streamlining HR Support: Seamless Transition from Zendesk to ServiceNow

Client Overview

Astound Broadband provides reliable high-speed internet, mobile phone, TV, and streaming services across multiple U.S.states. They cater to a wide customer base, ensuring seamless connectivity and entertainment options. In their CSM and ITSM instance, they have 1,500 daily users and organize resolution of technical issues with their networks.

Challenge

Astound Broadband lost their SystemAdministrator a few months ago and they faced a critical issue with their Customer Service Portal, which was not displaying correct client account data. This problem was particularly urgent as they had an important compliance meeting approaching. In addition, they required support for analyzing their ServiceNow instance and managing licenses effectively.

Solution Implemented

Our team stepped quickly in to provide comprehensive support and solutions for Astound Broadband. Within a few days, the actions taken included:

• Fixing Data Sources and Widgets: Ensured accurate and reliable data display on the Service Portal.
• Updating Table Visibility: Enhanced essential tables to improve data access and management.

Result: In the compliance meeting with the State of California, Astound Broadband received extended access to that region’s market to capture more customers.

Once the urgent matters were resolved, thePlatform Owner turned to us to get a deeper understanding of what was configured in their instance as there was no-one with historical information or platform knowledge.

• Instance Analysis: the team compiled in 2 weeks a 30-page report that provided deep insight into processes that are active, not active anymore, technical debt     (custom tables and flows), security issues to be resolved (156 high impact Findings), license compliance and recommendations on how to revert back to (Out of the Box) standard process.

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Based on the instance analysis, short term actions were taken:

• Deactivating Unnecessary User Roles: Streamlined user roles by deactivating those that were not needed.
• Adjusting Roles to Reduce Costs: Optimized role allocation to minimize costs without compromising functionality.
• Achieving Compliance: Due to the configurations and adjustments, we implemented, Astound Broadband became license compliant again.

Lessons and Keys to Success

Throughout this project, our team gained valuable insights into best practices for data management and role allocation.The major challenge was aligning various data sources and optimizing role costs without disrupting Astound Broadband's workflow. Our ability to navigate these challenges and provide seamless solutions was key to the project's success.

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Our success in this project was driven by our deep understanding of the urgency for Astound Broadband to achieve compliance before their meeting. By working cohesively as a team and maintaining clear communication with Astound, we ensured that all objectives were met efficiently and effectively.

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