Challenges:

  • Integration failures leading to customer orders getting missed.
  • Poor customer portal performance and higher page loading times

Background:

World's largest data center & colocation provider.Span in 50+ countries, with 250 data centers and serving B2B customers & B2C customers including AWS, AT&T, ServiceNow, and MS Azure

Solutions:

  1. ServiceNow Customer Service Management Architectural Review: Assessment of existing customer order processing, onboarding processes, service portal and integration configurations.
  2. Generalized frameworks: Error Handling framework to track integration failures and customer order processing workflows for all Equinix entities.

Benefits:

  1. 90% improvement in Service Portal & Mobile application loading times.
  2. Optimization of key workflows.
Benefits

Customer

Equinix

Industry

Data Center

Location

Noida, India

Employees

1,000 to 5,000

Products

Customer Service Management