ServiceNow Series E38: Scott Thomson, VP of Business Customer Service at Roger Communications
The Alldus Podcast - AI in Action
Using Service Now, You're Really Interested in the Value of Service Now
One of the big innovations that we've implemented, and i recognize that this is not an innovation across the industry, but we've implemented proactive event management capabilities for our fibre based and cable services. So when we see some threshold of performance that is looking like it could lead to a customer degradation, we utilize the auto event generation modul inside service now open up a ticket and begin the gnostics. And in many instances since we've launched this capability, we have actually transformed into what i would call a preventative organization. Because by heightening and tightening the calebration of the performance threshold, we're able to see statistics wouldn't necessarily contribute to a customer reported issue, but they might
