Case Study Details
Enhancing Efficiency & CX for Virgin Mobile UAE with ServiceNow
Virgin Mobile UAE, a subsidiary of du (Emirates Integrated Telecommunications Company), is a digital-first mobile brand giving customers freedom and transparency. To manage thousands of daily requests, they required a robust platform to eliminate silos and empower customers.
The Challenge
Virgin Mobile UAE faced operational inefficiencies due to fragmented workflows. Lack of robust tools for customer service, ITSM, and CMDB led to integration issues with legacy systems and proprietary support tools.
- Operational inefficiencies from fragmented workflows
- Integration challenges with existing tools like Jira
- On-premise infrastructure limiting operational agility
- Difficult case management due to multiple account silos
The Solution: ServiceNow ITSM & CSM
Aelum Consulting delivered a greenfield implementation, migrating data from legacy tools to a unified ServiceNow suite. This included ITSM for workflow automation, CSM for superior customer service portals, and Integration Hub for seamless Jira connectivity.
The Outcomes
The digital transformation optimized service delivery and empowered customers with a scalable, future-ready framework.
- Deflection in 730 cases within 6 months
- 0.2% Reduction in unfavorable customer experiences
- 1% Reduction in agent attrition
- Increased operational efficiency and resource utilization
- Seamless collaboration across departments
Let's Build Future Together.
