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Reducing resolution time and automating service delivery

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POPX helps M247 achieve next level service automation

M247 is a leading connectivity and cloud provider offering
multi-cloud and multi-connectivity services internationally.

Working with POPX, the company provides an enhanced customer and partner portal, optimises customer service management and allows easy adoption of automation in business processes to drive operational efficiency. For M247, IT and customer service are cornerstones of its digital transformation.

Key project stats

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3,000

Number of cases resolved per month

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15,000

Network devices automatically maintained

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4 months

POPX platform onboarding time

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3,500

Users of the customer portal 

About M247

M247 is a leading connectivity and cloud provider offering multi-cloud and multi-connectivity services internationally. They support businesses to help accelerate growth through cloud-first thinking, faster connectivity and smarter infrastructure solutions. The company is on a journey to be the most innovative technology partner for growing businesses. 

M247 is on a transformational journey to revolutionise its internal business processes and truly differentiate the service it provides to customers and partners. M247 identified the need to differentiate from their competition with key areas of focus: increase productivity by simplifying operations; increase scalability; improve the customer experience; innovate at a faster pace; and give employees the best tools to deliver superior customer experience.

Challenges

Legacy case management tools and processes within M247 made the work of customer service teams and the IT service desk much harder than it needed to be.

Kevin Paige, CTO at M247 explains, “By starting to bring our customer-focused service delivery processes onto a single platform, M247 will have a complete overview of cases, giving teams clear ownership and accountability. Digital workflows are facilitating fast resolution of over 2-3,000 cases per month and, with the help of device discovery, we can be highly proactive in notifying customers of issues."

“The end goal is enabling our engineers to step back from repetitive and unnecessary tasks, allowing them to focus on more complicated challenges, where they can add increased value to our customers.”

Paige continues, “The way POPX will enable us to do this is by looking to continually optimise processes through automation. Working together, we will focus on reducing the number of customer cases opened each week and reducing the average time needed to resolve a case.”

"By optimising our processes, we are empowering employees to deliver a superior customer service experience. POPX has improved our time to market for new solutions and provided a platform to deliver automation throughout our business."

Kevin Paige circle Kevin Paige - Chief Technology Officer - M247

POPX Solution

POPX provided M247 with a fully managed and integrated MSP platform to deliver customer service and IT support. The POPX platform, powered by ServiceNow, enabled M247 to redefine the customer support model with an automation first approach, delivered through a new industry redefining portal.

The POPX implementation of a fully managed and integrated platform for Telcos and MSPs, enabled M247 to onboard faster with a clear understanding of required outcomes, timescales and associated value. This approach significantly reduced risk to M247 compared with going it alone on a notoriously tricky SaaS implementation or compared with using expensive Professional Service resources.

Products Deployed

  • POPX Platform
  • Customer Service Management
  • ServiceNow Discovery & Event Management
  • Monitoring
  • Customer and Partner Portal
  • Service Catalog & Self Service Request Fulfillment
  • Automated Monthly Service Reporting
Service Provider

Increased productivity

Transparency and the focus on automation to drive increased productivity and faster case resolution, allows engineers to focus on adding value for customers.

Customer experience

Self-service portal centralises services and enables faster, more automated customer requests.

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Outcomes

As a result of numerous previous efforts to enable self-service coupled with multiple acquisitions, M247 have previously introduced several customer portals, yet the experience has been far from positive. Building a customer service portal on the pre-built POPX framework transformed the situation and the customer feedback has been unanimously positive.

During workshops with stakeholders, it was clear that the M247 customer portal would be built around an automate-first strategy to allow for exponential growth without the associated resources required by manual processes.

Communication with customers has become more efficient too. In the case of planned engineering works, automated notifications are sent out to customers in advance and customer service agents have complete visibility of the works. 

Proactive monitoring is now automatically suppressed during these works and notifications from M247’s suppliers can themselves be automatically processed.

“Phase one has been highly successful regarding the speed of implementation and adoption of the POPX platform. We will continue our digital transformation by delivering new solutions through the POPX platform and portal. Our ongoing relationship with the POPX team means we have a service provider who truly understands our needs and is capable of delivering on them,” says Paige.

The POPX managed service takes care of all enhancements, upgrades, maintenance and day to day support of running such a sophisticated platform. Also, M247 now considers POPX’s team as trusted advisors, engaging with them to consult and deliver on future programs that M247 are looking to achieve as part of the fixed monthly fee.

Increased resource capacity

It’s estimated that implementation of the POPX platform has already increased resource capacity between 10-20%. But by collaborating to continually optimise operations it could be possible to push this up-to 40%.

M247 is also planning a wider roll-out building on the benefits already realised. “The off-the-shelf functionalities and in-house capabilities that come with POPX are challenging our preconceptions and pushing us forward. The ongoing partnership we have with POPX makes it easy to continuously adapt and scale to any part of the M247 business,” concludes Paige.

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