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