Home Market Pyrios deploys ServiceNow CSM solution for business transformation

Enterprise cloud company, ServiceNow, has been selected by New Zealand-based trans-Tasman communications technology specialist, Pyrios, to support its business and customer experience transformation.

The deployment will see Pyrios become the first ServiceNow customer to implement an externally facing customer service management (CSM) solution in the Australia and New Zealand (ANZ) market.

Pyrios recently embarked on a wide-reaching business transformation to meet increasing customer service expectations and technological changes in the communications industry, and chief executive Robyn O’Reilly says the deployment will bring “much better service to our customers such as faster response times, more flexible service level agreements and streamlined service delivery”.

“We see ourselves not only administering the ServiceNow platform but also developing and customising applications to optimise our service offering for customers.

“This will include automation of contract renewals, customer self-service portals and the option to integrate with a customer’s service management platform thereby providing end-to-end visibility of service requests.”

KPMG is managing the transformation and Pyrios is rolling out the solution in two phases.

The initial implementation will give Pyrios a tailored, state-of-the-art toolset, which will allow the company to drive efficiencies in its network operation centre through automated incident management processes and service level monitoring.

David Oakley, managing director, ANZ, ServiceNow, says in the second phase of implementation, Pyrios will improve functionality to further the business’s transformation and drive greater customer intimacy.

“Pyrios is an excellent example of a company that is fundamentally changing the way it works and embracing a service-led approach to operating,” Oakley says.

“As our first CSM customer in ANZ, we’re excited to work with Pyrios as they transform their business and pass on the benefits of an everything-as-a-service offering to their customers.”


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).


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