Pyrios deploys ServiceNow CSM solution for business transformation

The deployment will see Pyrios become the first ServiceNow customer to implement an externally facing customer service management (CSM) solution in the Australia and New Zealand (ANZ) market.

Pyrios recently embarked on a wide-reaching business transformation to meet increasing customer service expectations and technological changes in the communications industry, and chief executive Robyn O’Reilly says the deployment will bring “much better service to our customers such as faster response times, more flexible service level agreements and streamlined service delivery”.

“We see ourselves not only administering the ServiceNow platform but also developing and customising applications to optimise our service offering for customers.

{loadposition peter}“This will include automation of contract renewals, customer self-service portals and the option to integrate with a customer’s service management platform thereby providing end-to-end visibility of service requests.”

KPMG is managing the transformation and Pyrios is rolling out the solution in two phases.

The initial implementation will give Pyrios a tailored, state-of-the-art toolset, which will allow the company to drive efficiencies in its network operation centre through automated incident management processes and service level monitoring.

David Oakley, managing director, ANZ, ServiceNow, says in the second phase of implementation, Pyrios will improve functionality to further the business’s transformation and drive greater customer intimacy.

“Pyrios is an excellent example of a company that is fundamentally changing the way it works and embracing a service-led approach to operating,” Oakley says.

“As our first CSM customer in ANZ, we’re excited to work with Pyrios as they transform their business and pass on the benefits of an everything-as-a-service offering to their customers.”