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BT & ServiceNow partners for Seamless Customer & Employee Experiences

BT Group and ServiceNow announced an expanded strategic partnership to enhance employee and customer experiences.

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DQI Bureau
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BT & ServiceNow partners

BT Group and ServiceNow announced an expanded strategic partnership to enhance employee and customer experiences. All BT Group businesses will access ServiceNow's service management capabilities through the multi-year partnership, which will increase productivity, cut costs, and enhance customer satisfaction. Additionally, BT Group intends to pilot ServiceNow's Now Assist for Telecom Service Management (TSM) to boost generative AI capabilities for internal and customer-facing teams. ServiceNow Service Bridge will enable a smooth, automated link between BT and its customers.

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Strong foundations have been established by the platform's early success with the Digital unit.

Following the successful integration of outdated service management platforms for BT Group's Digital segment onto a single ServiceNow platform in 2022, the company is implementing ServiceNow's service management solutions throughout its whole organisation. This all-inclusive deployment is a significant step towards improving operational effectiveness and optimising service management procedures throughout all divisions. The company hopes to standardise procedures, enhance service delivery, and shorten reaction times by utilising ServiceNow's sophisticated capabilities. This will eventually promote an organisational structure that is more responsive and agile. Strong foundations have been established by the platform's early success with the Digital unit, which shows how well it unifies diverse systems and offers a unified service management experience. It is anticipated that productivity, customer satisfaction, and overall business performance will significantly increase when the deployment spreads throughout the entire organisation.

ServiceNow Service Bridge is a crucial component of the service management platform.

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It facilitates smooth communication between BT Group and its enterprise clients and simplifies order, support, service completion, and automation. Through Service Bridge, clients can send requests straight from within their ServiceNow environments to BT's service team, consolidating previously separate processes into a unified digital workflow.

BT is among the first users to test Now Assist for TSM and take advantage of ServiceNow's generative AI features.

In addition, BT is among the first users to test Now Assist for TSM and take advantage of ServiceNow's generative AI features. Now Assist showed significant results in the first 300 agents it was deployed to by increasing agent responsiveness and fostering improved agent and customer experiences for BT Group. Case summarization, for instance, cuts down on the time it takes agents to produce case activity summaries by 55% and improves the agent handoff process by cutting down on the time it takes to evaluate complex case notes by the same 55%. Now Assist is assisting BT Group in improving its mean time to resolve by a third by cutting down on overall handling time.  

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"Reimagining how we deliver service management requires a platform first approach, building stronger foundations for us to do things faster and smarter," stated Hena Jalil, BT Group's Managing Director and Business CIO. Our strategy, which unlocks value at every step of the journey and is powered by ServiceNow and enhanced with AI, will revolutionise the customer experience at BT Group. Put simply, it serves as another proof to clients that we have their backs.

"We're excited to partner with BT Group to accelerate their ambitions around business transformation," stated Paul Smith, Chief Commercial Officer of ServiceNow. ServiceNow uses AI for our customers in this new era of intelligent automation, delivering speed, security, and trust. We're giving BT a competitive edge, accelerating enterprise-wide change, and assisting them in reaching new heights of productivity, innovation, and business impact by utilising the Now Platform's speed and scalability."

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