Recently launched, the project is already delivering multiple benefits across the Comms-care ecosystem. Enhanced information flows, greater automation, enhanced visibility across multiple workflows and rich data insights are among the features evident in phase one of the multi-phase project.

Comms-care, an Ingram Micro Inc. company, provides a full range of services across the whole IT spectrum from managed services to maintenance and professional services to enable channel partners in delivering a cost-effective total solution in the fast-growing networking and data centre solutions markets.  

The ambition of Comms-care to further strengthen and grow its Managed Services portfolio is the primary reason for the company commencing this broad-reaching digital transformation journey and strategy.

Critical to the ongoing success of the project are the Customer Workflow technology solutions provided by ServiceNow combined with the implementation expertise of Konversational.

The newly implemented ServiceNow Customer Service Management (CSM) and Field Services Management (FSM) solutions, have now enabled Comms-care to become more effective, providing automation of work processes across the entire organisation, delivering rich data to facilitate real-time data informed decisions and facilitating an enhanced service platform to support the rapid release of new services to the market.

As part of the ongoing implementation, Konversational, an Elite partner in the ServiceNow partner programme, is deploying its rich industry knowledge and extensive technical expertise across every touchpoint of the project.

Among Konversational’s dedicated team of ServiceNow Customer Workflow specialists are ServiceNow Master Architects who are currently working in close collaboration with Comms-care on the multi-phase project. This includes the ongoing deployment of the technology, navigating the complexities of implementing a digital infrastructure transformation, at scale, while also enabling Comms-care to maintain an ongoing high-quality service to clients and customers.

Richard Guy, Services Director, Konversational

“In order to stay ahead in a rapidly changing world, businesses need to assess how effectively and efficiently all parts of the organisation are functioning and utilise the very latest technologies to ensure a competitive advantage. Comms-care are taking this approach and identifying the importance of transforming their digital infrastructure with a view to achieving their overall strategic commercial ambitions. Already, we can see the impact of the application of new technologies across the business and how it is transforming the operating environment and customer service offering of Comms-care.

“At Konversational, our industry knowledge and expertise in ServiceNow Customer Workflow technology has us ideally positioned, supporting the ambitions of the UK’s in channel-only IT solutions and services provider. Furthermore, a project of this significance requires a tight, collaborative approach by all involved. The flexibility to pivot quickly and implement efficiently, are hallmarks of the Konversational team and have contributed significantly to the successful launch of this project.

“Our work with Comms-care recognises our marketing leading capabilities in the implementation of ServiceNow Customer Workflow technology and ability to support organisations on digital transformation projects of significant scale.”

Alex Wilmot, Managing Director, Comms-Care

“As part of our Digital Transformation journey we selected ServiceNow as a class leading ITSM platform, not only for what it could deliver and support today in our first iteration; but what it could deliver to our partners through its extensive capability for integration, automation and its impressive roadmap of future functions.

“Rearchitecting our processes and enabling our associates to deliver a higher level of service for our partners was not an easy task; we needed a safe pair of hands to help us chart out a path forward and we found that in Konversational. Their knowledge around the platform, its capabilities and use cases, mixed with our experience in an agile, dynamic service provider environment has delivered within our first phase deployment and we continue to move forward to deliver continued value and new services into the channel.”

Alanzo Blackstock, Senior Director, Alliances and Channels, UK&I, ServiceNow

“We are proud of our fast-growing partnership with Konversational in developing and implementing technology solutions to support Comms-care on its digital transformation journey. Our shared desire for creating value and truly transforming Comms-care’s ecosystem, is at the heart of this partnership. By implementing ServiceNow’s Customer Workflows, which enable enhanced information flows, greater automation, enhanced visibility across multiple workflows and rich data insights, Comms-care is well-positioned to drive its future growth ambitions in a faster, more connected and more agile way.”

Konversational – deployment choice in multi-phase project.

ServiceNow suite of Customer Services Management (CSM) solutions implemented across Comms-care business units.

Project delivering enhanced customer service, improved use of data and increased commercial opportunities for Comms-care.