Industry Telecom and Service Provider
Company Tier-1 Service Provider
Location Indonesia
Project Summary
A fast-growing Indonesian internet service provider (ISP) was struggling with a legacy CRM that couldn't keep pace with increasing demand. Our team delivered a ServiceNow consulting and customization solution to streamline operations.
Customer onboarding was slow Installations were disordered Billing processes were fragmented Leadership visibility was non-existent
The Solution: Choosing the Right PlatformAfter methodical analysis of our client's pain points, we selected ServiceNow as the enterprise-grade workflow automation platform. Key decision factors included ServiceNow's comprehensive capabilities in incident management, service catalog, role-based access control, and proven track record for CRM transformation.
This is the story of how a growing Indonesian ISP achieved 15% faster operations, real-time visibility, and streamlined resource management using ServiceNow.
Key Results:Improvement in operational efficiency
Faster incident resolution times
Automation of customer onboarding workflows
Real-time dashboards for leadership visibility
ClientA fast-growing internet service provider serving residential and enterprise customers across Indonesia.
ChallengeLegacy CRM couldn't support growth. This required a comprehensive ServiceNow solution with
Our Role: ServiceNow Consulting & Implementation PartnerWe served as the primary ServiceNow implementation partner, replacing the legacy CRM and delivering a fully customized platform that aligned with their business needs.
After evaluating the legacy CRM, it was clear that only a robust, enterprise-grade platform could handle their operational complexity. ServiceNow's comprehensive capabilities—including incident management, task automation, SLA tracking, role-based access, and service catalog integration—made it the ideal choice.
Step 1: Implementing ServiceNow RBAC (Role-Based Access Control)We mapped five distinct roles directly to business responsibilities:
Step 2: Automating Customer Onboarding with ServiceNow Workflow Engine We rebuilt the entire customer onboarding process as an automated ServiceNow workflow, replacing manual coordination with intelligent task routing:
This end-to-end ServiceNow workflow automation eliminated manual touchpoints, reduced errors by 95%, and ensured 100% accountability across departments. -Technical Director, Client
Our ServiceNow developers rebuilt fragmented workflows into a single, intelligent operational backbone. Instead of juggling disconnected tools and manual processes, every operation was now managed through a unified ServiceNow platform.
Leadership Dashboards: Providing executives with instant, real-time visibility into revenue trends, outstanding invoices, open incidents, and installation workloads ServiceNow became the operational backbone instantly. Tasks that once required endless coordination were now automated, and incidents were resolved faster than ever.
Improvement in operational efficiency: achieved through automated task assignments and SLA-driven workflows
Faster incident resolution: reducing downtime and ensuring superior customer satisfaction
High clarity for leadership: via real-time dashboards on revenue, incidents, and installation workloads
Streamlined resource management: with ServiceNow service catalog integration, ensuring perfect alignment of devices, teams, and approvals
The biggest win? Teams now focus less on administrative challenges and more on delivering reliable, customer-first services at scale.
The implementation was just the beginning. With a strong foundation in automated onboarding, incident management, and billing, our client is now positioned to scale operations seamlessly. The roadmap includes:
With these advanced initiatives, our dedicated ServiceNow developers are ensuring that every customer touchpoint is faster, smarter, and more reliable.