TransGrid to switch to ServiceNow customer service desk

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TransGrid to switch to ServiceNow customer service desk

As new outsource deal with HCL takes effect.

Energy grid operator and enterprise telecommunications provider TransGrid is getting ready to transition to ServiceNow’s Now Platform to provide customers with round the clock service desk solutions.

The platform will be implemented by HCL Australia, which won the latest contract to manage TransGrid’s IT estate in October last year for an undisclosed sum over a five-year period.

ServiceNow’s solution will go live for TransGrid telecommunications on May 6 to log, track and report the progress of all open tickets for TransGrid customers, replacing work currently done by the company’s network operations call centre.

A TransGrid spokesperson told iTnews the change is occurring to give telco customers a dedicated system for raising and resolving issues.

The company’s head of Telecommunications, Glenn Wood, added that it will provide a more consistent approach and a better experience for customers with increased transparency and efficiency.

“The ServiceNow Now Platform will provide customers with a modern user experience through a new customer portal, providing anytime and anywhere service, allowing for end-to-end tracking of trouble tickets in real time,” Wood said.

“Customers can use a mobile app for additional convenience, and future enhancements of the ServiceNow platform will also provide transparent reporting on the performance of their services, and timely notifications of planned maintenance events or major incidents.”

Teams from HCL Australia have been embedded in TransGrid’s operating officers to handle internal IT service desk functions as well.

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