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Case Study: How Iridium Satellite Delivers Industry-Leading Customer Service with CSM 

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About Iridium Satellite LLC

Iridium Satellite LLC offers voice and data connectivity through a constellation of 66 crosslinked LEO satellites. Iridium keeps people – and things – connected on the land, in the air or at sea.

With communications solutions ranging from satellite phones to broadband, Iridium is trusted by more than a million mariners, pilots, humanitarians, first responders, governments and more. Iridium manages several operations centers in the United States including Tempe, Arizona and Leesburg, Virginia.

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The Challenge

Iridium’s incumbent ticketing system required Customer Care Agents to create cases by combining information culled from various sources. Without a consistent process in place, data entry was often inaccurate. As a result, reports did not provide information that management could use for decision making and process improvements. Future business growth could be at risk due to inconsistencies and incorrect information.

Iridium was already a ServiceNow® ITSM customer, and anticipating future business growth, they knew that expanding into Customer Service Management was the natural progression for them to continue building on the already strong foundation of the ServiceNow platform. Providing a consistent experience across departments that allowed the ability to easily share internal information while keeping things extremely simple would guarantee a smooth adoption and could lead to sustained scalable growth.

Technical Situation:

  • Inconsistent and inaccurate data entry 
  • Manual processes were causing redundant tasks and inefficiencies
  • ServiceNow platform in place and easily leveraged for CSM

The Goal

Iridium chose Solugenix as an implementation partner to implement and deploy the ServiceNow CSM solution based on the strong business relationship and proven performance already demonstrated on previous ServiceNow implementations. Automation was the key capability the company was seeking.

When a customer sends an email to predefined customer support email address, Iridium wanted this email to automatically create a defined case in the system.

Iridium was also looking for Solugenix to prescribe best practices and processes to help prepare for successful future adoption of the platform across other areas of the business. 

  • Provide a superior customer service experience
  • Efficient and easy to understand case management processes
  • Workflow automation
  • Managers have access to actionable information on dashboards and reports
  • Scalability and flexibility to align with future expanded use of the ServiceNow platform

Why They Chose Us

Customer Focus

Solugenix is always focused on the customer’s unique needs and business priorities.

Best-in-Class

Our experts fully understand customer processes, digital workflows and best-in-class technologies.

Project Management

The Solugenix team of experts has significant experience and superior skills in both process and project management, providing for smooth client implementations.

Time-to-Value

We are quick to define and implement the right solutions for our clients, ensuring rapid time-to-value.

Best Practices Ensure Successful Adoption in Other Business Areas

Learn More

Our Solution

Solugenix worked closely with the team at Iridium to determine the most effective workflows and best-in-class technologies. Configuring emails to create cases greatly increased the organization's efficiency and ability to accurately track critical information.

The organization is now well-positioned for future growth with their robust CSM solution. Management has access to actionable information through dashboards and reports, and customer service satisfaction measures have increased as a result of the new processes.

The solution for Iridium includes:

  • Configuring the ServiceNow environment for the CSM implementation
  • Implementing the CSM solution
  • Interaction Management
  • Agent Workspace
  • SLAs
  • Email Notifications
  • Configuring the email account to create a case
  • Implementing reports and dashboards
  • Conducting web-based Knowledge Sharing sessions

Our Results

Iridium now has an industry-leading CSM solution meeting their requirements. Process flows are fully defined for associated functions.

Compliance requirements are integrated into the process flows, ensuring adherence. Best practices are in place and provide a solid foundation for continuous process improvements.

The CSM solution will provide a consistent experience across departments. Sharing information with simple processes guarantees a smooth adoption and scalable growth.

Based on the successful collaboration between Iridium and Solugenix, additional departments will be onboarded into the Customer Service Management solution.

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“Continuing our partnership with Solugenix to help us with our ServiceNow CSM implementation proved to be a smart move for our company. We now have an industry-leading solution and our customer service satisfaction measures have increased dramatically with best-in-class processes.”

Iridium Satellite LLC Customer Service Management

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