Arqiva, the critical communications infrastructure provider supporting 98.5% of the UK population through its broadcast and smart-metering networks, transformed its customer and field service operations using the ServiceNow AI Platform. By bringing customer service, field service management, and operational workflows together on a single platform, Arqiva created a unified view of the customer journey, enabling faster access to information, improved collaboration, and a more seamless service experience.
Through the adoption of AI-powered capabilities such as Now Assist, Arqiva has enhanced 64% of customer case journeys and achieved a 130% improvement in field service productivity. Automated case summarisation, intelligent workforce scheduling, and integrated field operations have reduced manual effort, improved response times, and empowered engineers and customer service teams to deliver more efficient, consistent, and proactive support.
