ArqivaField service operations

A critical UK infrastructure provider delivers TV services to 98.5% of the population and manages smart metering networks capturing hundreds of millions of daily data points.

Field operations relied on disconnected workflows that forced engineers to make multiple phone calls for routine tasks, while customers submitted orders via phone, email, or spreadsheets. Support teams spent hours manually researching case histories to reconstruct complex events before they could assist clients.

The company consolidated diverse workflows onto a single ServiceNow platform, developing and launching the integrated solution in just four months. Now Assist generates automatic case summaries to reduce manual research, while a mobile app coordinates engineer routing and inventory management based on real-time location. For major utility clients, the system connects directly to their own ServiceNow instances to automate data sharing and eliminate manual entry.