Employee Center
Enhancing Service Operations for a Leading Broadband Provider
NewRocket helped Fastwyre Broadband harmonize technology services and operations, achieving streamlined processes and enhanced customer satisfaction.
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With NewRocket, Chamberlain Group overcame disconnected, outdated systems & achieved visibility and trust to enhance the employee experience.
Chamberlain Group, a leading smart access manufacturing company, faced challenges in providing a seamless employee experience. Despite their commitment to connecting employees to their work, the lack of a standardized and connected employee services management system hindered their efforts. Employees struggled with reporting issues, making service requests, and accessing services through disconnected legacy systems, ultimately affecting trust and visibility into IT processes.
NewRocket guided Chamberlain through a digital transformation by implementing ServiceNow’s service management technology to streamline and centralize employee services. This included creating a user-friendly portal, implementing over 169 service options, integrating with multiple systems, and migrating 25,000 legacy records. A custom termination process was developed, and Genesys CTI was integrated to improve communication for handling end-user requests. The solution created a standardized, efficient system, providing Chamberlain employees with a better experience and greater visibility into IT services.
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