Segra implements ServiceNow to improve customer service, operations

The enterprise-focused provider said the platform will help employees boost productivity and efficiency.

Feb. 26, 2024

2 min read

Segra implements ServiceNow to improve customer service and operations.

Segra, one of the largest independent fiber infrastructure providers, announced has selected ServiceNow’s platform for its digital business transformation.

The enterprise-focused provider will use ServiceNow Telecommunications Service Management to power SegraOne for Case and Incident Management. This new solution will simplify everyday work and transform customer service and employee experiences.

ServiceNow’s platform will enable SegraOne to help employees resolve issues faster with AI-driven resolutions, increase transparency, and optimize omnichannel self-service, reducing the cost to serve across every enterprise customer and partner within Segra’s ecosystem.

SegraOne will also integrate with Segra’s other critical business systems to ensure an accurate and seamless transfer of information across the organization and better data quality.

“This collaboration with ServiceNow marks a significant milestone for Segra as we redefine customer service and operations,” said Kevin T. Hart, CEO at Segra. “SegraOne is the next step we have taken to revolutionize how we serve our customers, setting new standards for efficiency and innovation, and we’re already seeing results.”

The launch of SegraOne is part of a large-scale transformation for Segra, with ServiceNow as a critical partner. Segra said it chose ServiceNow for its telecom-specific workflow automation capabilities running on a single platform with a single architecture and data model. ServiceNow’s intelligent platform and telecom product portfolio will help Segra streamline the end-to-end customer journey – from the initial network planning to sales and order management, installation, maintenance, and ongoing service assurance.

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Sean Buckley

Sean is responsible for establishing and executing the editorial strategy of Lightwave across its website, email newsletters, events, and other information products.