CityFibre company Entanet has teamed up with cloud computing specialists Devoteam to launch a new customer service solution, which will help CityFibre bring ultrafast Gigabit-capable connectivity to up to five million UK homes and businesses by 2025.
Entanet is managing the customer and technical service enquiries for CityFibre’s FTTH programme. To ensure the customer service journey is as smooth as possible, Entanet has worked with Devoteam to create a platform that enables its specialist teams to collate and respond to end user customers from a single platform that utilises externally facing CASE Management and Customer Service aligned with internal IT Infrastructure Library (ITIL) best practice and processes.
Mike Bywater, head of software development and IT for Entanet, said: “ServiceNow enables us to deliver amazing service to all CityFibre Group customers from a single, master source and gives us full visibility of where our service is working well as well as identifying where improvements are needed so we can implement changes quickly in order to meet stringent service level agreements.”
Representatives from all three organisations who helped to roll out the platform, came together to mark the go-live by cutting a specially designed cake at Entanet’s Partnership House offices in Telford, on Thursday, 16th May.
Darrell Woods, account manager for Devoteam, said: “ServiceNow is offering an always expanding capability to transform how a customer consumes state of the art services. We have helped Entanet to grasp this opportunity and seen how they have brought considerable innovation to the project to immediate and visible benefits to their customers.”