ngena Achieves Telecom Operational Excellence With Thirdera and ServiceNow

	Delivering an intuitive and frictionless customer experience around all aspects of telecom operations, including solution design, ordering, provisioning, and tracking.
	The coordination and tracking of orders and application sets relies heavily on manual tasks and siloed processes across multiple departments.
	Desired solution required level of scalability and agility to support a diverse order intake or management with endpoints ranging from the 100's to the 10,000's.
	Order Management and Configuration Systems need to communicate bidirectionally within a single system through a complex integration process.

Our Solution

The organisation knew it could benefit from ServiceNow’s telecommunications solutions—but it needed a strategic partner to implement them. After evaluating a variety of potential implementation partners, ngena selected Thirdera over several large global system integrators (GSIs) because of Thirdera’s unmatched ServiceNow expertise as the world’s largest pure-play ServiceNow partner.

With the ServiceNow implementation and consultative services provided by Thirdera, ngena deployed a full telecommunications application stack consisting of the following ServiceNow solutions:

• Telecommunications Service Management (TSM)
• Telecommunications Order Management
• Service Assurance
• Customer Portal

Working with Thirdera, these solutions enabled ngena to develop a cutting-edge portal for suppliers, partners, and resellers to use when managing and placing orders for ngena’s telecommunications services. A dynamic, real-time service assurance dashboard was also built into the customer portal to help ngena more effectively track order enrichment.

The Result

By connecting all of its telecom operations on the ServiceNow platform, ngena was able to simplify service delivery, automate issue resolution, and enable personalised self-service. The ServiceNow implementation orchestrated by Thirdera enabled ngena to enhance the customer experience, automate service assurance, and get real-time data visibility.

By automating the entry, validation, and execution of telecommunications orders securely in the cloud, ngena was able to eliminate lengthy and complex order processing. Proactive monitoring of service health also enables ngena to more quickly identify and resolve issues, improving network reliability and service assurance. And by integrating ngena's zero-touch deployment and secure access service edge (SASE) framework into ServiceNow, ngena can now deliver even better customer experiences and operational excellence.

“The ServiceNow platform implemented by Thirdera provides the functionality, simplicity and automation ngena was looking for,” says Marcus Hacke, founder and CTO of ngena. ngena’s head of the Americas, Cleber Viana, adds “The Thirdera team exceeded our expectations in implementing the new .connect platform.”

About Thirdera

The largest pure-play ServiceNow partner in North America, Thirdera is a trusted Elite ServiceNow partner focused solely on improving and innovating the way our customers leverage the ServiceNow platform. Our experts possess authoritative capabilities and skillsets spanning the entire Now Platform. This extensive platform expertise allows us to understand our customers’ needs and deliver tailored solutions that solve business challenges.

Contact us today to discuss your next project, and enter a new era of ServiceNow partner experience.

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