Overview

A communications service provider managing multiple network technologies struggled with maintaining consistent service quality across their customer-facing systems. They needed an ITSM framework that could support both legacy and next-generation network services while improving operational efficiency.

How did JHB Consulting help in overcoming the challenge? 

JHB Consulting implemented a telecom-focused ITSM framework that transformed their service delivery. We developed integrated service management processes that ensured seamless support across all network technologies. Our team implemented sophisticated monitoring systems that provided real-time visibility into service performance and customer experience metrics.

The solution included establishing a specialized service desk with expertise in both traditional and emerging network technologies. We implemented automated service monitoring and quality management systems that ensured consistent service delivery across all customer segments.

The results were impressive. 

Customer satisfaction improved by 55%, while service outages reduced by 40%. The provider achieved 98.99% service availability and realized 30% cost savings through improved operational efficiency.