Service Portal / Intranet
Improving the Employee Experience with IT
With NewRocket, Chamberlain Group overcame disconnected, outdated systems & achieved visibility and trust to enhance the employee experience.
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NewRocket helped Fastwyre Broadband harmonize technology services and operations, achieving streamlined processes and enhanced customer satisfaction.
Fastwyre faced challenges including reactive service issue response, lack of structured configuration management data, and time-intensive alert and outage management. These issues hindered efficiency and customer satisfaction, necessitating a solution to streamline processes and enhance operational effectiveness.
To address Fastwyre's complex business needs, NewRocket, implemented a comprehensive ServiceNow solution. Through workshops and program management, NewRocket developed a unified global process, deployed ITSM modules, and integrated Field Service for on-site dispatch. Leveraging ServiceNow Discovery, NewRocket aligned business concepts with the Common Services Data Model, paving the way for future growth.
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The collaboration between Fastwyre and NewRocket resulted in increased process consistency, reliability, and quicker issue resolution. By deploying a unified ITSM framework and leveraging ServiceNow's capabilities, Fastwyre now has a modern platform to support its service management needs and accommodate future expansion. The program's success was further enhanced by client buy-in, dedicated expert resources, and flexible, low-customization solutions tailored to Fastwyre's unique requirements.
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