TransGrid Telecommunications launches new Service Desk with HCL

30/04/2019

Key points
  • ​TransGrid Telecommunications partners with HCL Services for 24/7/365 customer support
  • Using the ServiceNow Now Platform to deliver digital workflows that create great experiences
  • Partnership follows HCL taking on Service Desk function for TransGrid’s internal IT support
TransGrid Telecommunications will transition customer service desk operations to HCL Australia Services from May 6, offering customers a dedicated round the clock all hours solution.
 
HCL, located in Australia with a team embedded in TransGrid’s operating offices, will take responsibility for managing service desk functions and overall responsibility for managing customer enquiries through to resolution.
 
TransGrid Telecommunications has also implemented ServiceNow as its digital workflow platform for its trouble ticketing system which will log, track and report the progress of all open tickets for TransGrid customers.
  
TransGrid’s Head of Telecommunications, Glenn Wood, said the change will provide a more consistent approach and a better experience for our customers, with increased transparency and efficiency. 

“TransGrid Telecommunication’s customers will now enjoy a superior level of service when dealing with the Service Desk, in the event that they experience an issue with their Telecommunications service, with improved ticketing updates and communication,” said Mr Wood.
 
The ServiceNow Now Platform will provide customers with a modern user experience through a new customer portal, providing anytime and anywhere service, allowing for end-to-end tracking of trouble tickets in real time.” 
“Customers can use a mobile app for additional convenience, and future enhancements of the ServiceNow platform will also provide transparent reporting on the performance of their services, and timely notifications of planned maintenance events or major incidents.”