Prioritizing customer, employee services
Acronym enables Canadian businesses to keep pace with increasing customer demands. The company started out supporting the telecommunications network underlying Ontario’s electrical grid several years ago. But its visionary leadership saw much bigger opportunities and set out to rebrand Acronym as a broad provider of information and communications technology services, addressing everything from cloud security and unified communications to alternative forms of connectivity like SD-WAN.
The evolution at Acronym is all part of a corporate transformation to fundamentally reimagine not just its products and services but also how internal teams work together and with customers.
Breaking down team silos
One of the biggest challenges facing Acronym in its corporate transformation came from siloed, legacy IT systems and disjointed team collaboration. Service and support applications at the company were never conceived as an integrated, end-to-end experience. As a result, there were problems responding efficiently to customer requests, with employees working in different systems and managing manual steps that offered no insight into what everyone else was doing.
Breaking down team silos
Acronym worked with EY to deploy several ServiceNow Telecommunications products, including Telecommunications Service Management, Telecommunications Service Operations Management, and Order Management for Telecommunications to streamline time and process-intensive processes across departments. The company also built personalized portals that make it simple for customers to submit and monitor change orders and service requests. At the same time, intuitive administrative tools optimize performance reporting so Acronym teams can reliably manage every activity.
For further efficiencies, Acronym uses Service Bridge capabilities to directly integrate with enterprise customers’ ServiceNow instances. The benefits include accelerating system integration, automating third-party manual processes—including order orchestration and task distribution, and optimizing operations management.
In addition, Acronym uses ServiceNow to seamlessly support omni-channel experiences across devices and applications—and granularly control access levels to comply with security and data privacy requirements.
Acronym also relies on ServiceNow to optimize information and communications technology case management and monitor enterprise-wide interactions to meet service-level agreements (SLAs). This data allows Acronym to quickly launch targeted low-code solutions and services that better align with client priorities.
Real-world impacts for Acronym and clients
ServiceNow enables Acronym to continue building on its reputation as a customer- centric, full-service information and communications technology company. Also critical, the single-pane-of-glass visibility supported by ServiceNow dashboards allows Acronym to better manage end-to-end service delivery.
With ServiceNow, Acronym has already seen a 60% increase in NPS and CSAT scores by fulfilling customer orders 50% faster. Equally impressive: incoming service requests are up 3900%, without any increase in headcount. The streamlined operations and lower costs supported by ServiceNow enable Acronym teams to focus more time on increasing revenue by delivering new services such as SIP Trunking and Managed IT.
The company plans to further augment ServiceNow capabilities by pairing ServiceNow Impact with existing telecom solutions to design, deliver, and manage new end-to- end services. ServiceNow Impact combines AI-powered recommendations, expert guidance, and premium tech support and tools—all delivered in a personalized digital experience.
ServiceNow helps Acronym teams make smarter, data-driven decisions that benefit customers and the entire company, from sales and marketing all the way to the field.
Acronym Solutions Inc. is a full-service information and communications technology (ICT) company that provides a range of scalable and secure Network, Voice & Collaboration, Security, Cloud and Managed IT Solutions. We support Canadian businesses, large enterprises, service providers, healthcare providers, public-sector organizations and utilities. We leverage our extensive network expertise to design and build customized, fully scalable solutions to help our customers grow their businesses and realize their full potential. With more than 20 years’ experience managing the communications system that enables Ontario’s electrical grid, Acronym is uniquely positioned to understand the mission-critical needs of any business to deliver the innovative and reliable services that respond to the changing demands of businesses, and support rapid growth and digital transformation initiatives.