Case Study Vox

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CASE STUDY

VOX networks streamlines, centralizes and simplifies the customer support and service experience

VOX networks streamlines, centralizes and simplifies the customer support and service experience

Headquarters

Brisbane, CA, US

Industry

Telecommunications

Industry

Telecommunications

Industry

Telecommunications

Solutions Implemented

Service Portal

IT  Workflows

Apps

Headquarters

Brisbane, CA, US

Industry

Telecommunications

Industry

Telecommunications

Industry

Telecommunications

Solutions Implemented

Service Portal

IT  Workflows

Apps

Overview

Overview

VOX is a modern technology company that truly wants to make a difference in the world. We embrace innovation and creativity and dare to think about change in terms of monumental paradigm shifts. Yet, it is our approach to creating this change that sets us apart.

Challenges

VOX was unable to get performance reports from its customers and bring in the ITIL processes in the organization to move toward more standardized, process-driven capabilities

Results

ServiceNow and Volteo Digital allowed VOX to begin centralizing the customer experience and bringing it together as a one portal named VOX Service Center


Real-time revenue assets monitoring powered by Volteo EDGE™ and ServiceNow


Volteo Digital helped VOX Network Solutions to implement the ServiceNow® Customer Service Management suite of products. The ServiceNow® CSM solution allowed VOX to Improve service operations and engage customers with digital workflows and solve customer problems by monitoring services to identify problems and notify them of any impact on their service.

85%

Cases resolved before they ever go to into service injury ​

62%

Improvement in response time to customers

99%

Decrease of actionable alarms in a 24-hour period​

85%

Cases resolved before they ever go to into service injury ​

62%

Improvement in time to response to customers​

99%

Decrease of actionable alarms in a 24-hour period​

With the help of ServiceNow’s Customer Management and Volteo Digital, VOX Network Solutions centralized the experience for more than 300 enterprise customers globally through a self-service support portal named VOX Service Center - being compliant with ITIL standardized, process-driven capabilities.

With the help of ServiceNow’s Customer Management and Volteo Digital, VOX Network Solutions centralized the experience for more than 300 enterprise customers globally through a self-service support portal named VOX Service Center - being compliant with ITIL standardized, process-driven capabilities.

“The power of the ServiceNow platform and our partnership with Volteo Digital are two critical factors in the success of streamlining our customer experience – This service revolution has allowed VOX to provide premium consumer-like experiences to more than 300 enterprise customers across the country”.

Ross Rehart

Vice President of Operations, VOX Network Solutions

“The power of the ServiceNow platform and our partnership with Volteo Digital are two critical factors in the success of streamlining our customer experience – This service revolution has allowed VOX to provide premium consumer-like experiences to more than 300 enterprise customers across the country”.

Ross Rehart

Vice President of Operations, VOX Network Solutions

VOX Network streamlines, centralizes and simplifies the customer support and service experience.

VOX branded it’s customer service portal as the VOX Service Center and launched it to their customer base and internal staff.


Additionally, Volteo Digital helped VOX to introduce and communicate, via their OCM practice, this change effectively and timely to more than 300 customers through a tailored end-user engagement strategy.



The results were immediate, as brand perception, customer loyalty, case resolution, and efficiency increased significantly.

Servicenow customer service management

Servicenow customer service management

Demo the solution that allowed VOX Network to improve service operations and engage customers with digital workflows and solve customer problems by monitoring services to identify problems and notify them of any impact on their service.

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