Jemena · Utility
Jemena
M2K manages Jemena’s mobility services queue within the ServiceNow portal.
- Industry
- Utility
- Location
- Australia
- Topic
- Mobility Services
- Employees
- 1300
About the client
The integration is achieved through direct vendor login and has enabled Ericom | M2K to manage day-to-day requests and processing of tasks.
M2K attend to service faults, adds, moves and changes; provisioning of devices; billing analysis and billing credit issues directly to Telstra on behalf of Jemena.
Challenges
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Managing service faults and requests
Handling a variety of service faults, adds, moves, and changes efficiently and accurately.
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Provisioning of devices
Ensuring timely and correct setup and delivery of devices.
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Billing analysis and credit issues
Scrutinising billing data and resolving discrepancies with Telstra.
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Maintaining transparency and communication
Keeping all activities visible and transparent through updates and tracking.
The project
The integration is achieved through direct vendor login and has enabled Ericom | M2K to manage dayto-day requests and processing of tasks.
Ericom | M2K attend to service faults, adds, moves and changes; provisioning of devices; billing analysis and billing credit issues directly to Telstra on behalf of Jemena.
Jemena team have visibility and transparency of all activities through updates to the tasks and requests, including tracking numbers and a link to Startrack’s online tracking portal.
Jemena has found the collaboration with Ericom | M2K to be very beneficial – we have been able to leverage Ericom | M2K’s expertise to assist our users with their day-to-day mobility needs. This support has reduced the burden on our internal Service Desk team and frees them to focus on their core business activities. Ericom | M2K provides piece-of-mind to the IT teams, who know our end users are being directly kept up-to-date. We know M2K’s support is working thanks to the positive user experience feedback we receive.
“Yann was great to work with, she has expert experience in her field and was able to help Jemena identify potential savings across our Telstra accounts. This has been a tremendous result for Jemena and we would highly recommend this service to any business that requires independent investigation into their mobility offering.”
Results
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Reduced burden
Jemena’s internal Service Desk team can focus on core business activities.
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Peace of mind
IT teams are assured that end users are kept up-to-date.
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