Conference Presentation

ServiceNow Case Study: Customer Experience in the Age of M&A: Lessons from Tangoe

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Tangoe, a leader in global technology expense management, understands how mergers and acquisitions can create technology and operational challenges. After growth through M&A, their customer service function was spread across multiple applications. Customer experience and service levels were inconsistent. Operations had an incomplete view of production support and service delivery.

You'll hear from a Tangoe executive about how the company is:

  • Providing a personalized self-service portal with a consumer-like experience for greater transparency and accountability
  • Making their agent experience more meaningful and fostering greater collaboration to resolve customer issues
  • Staging the transition of all support teams to ServiceNow Customer Service Management for consistent service delivery and operational visibility

Presented By:

Karen Donnelly

VP, IT Business Application Support, Tangoe

Publish Date: October 22, 2018

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