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Three Ireland

Helping Three to digitally transform their ITSM Service

“Client Solutions’ knowledge of ITSM, the openness of our relationship with them and the collaborative approach played a major role in ensuring this was a successful transformation. Helix has been a big success and we are seeing new possibilities open up since it was deployed.”

Jason Sheehan

IT Operations Manager, Three Ireland

Project at a glance

Industry:

Telecoms

Technology practice:

Service Management

Challenge:

Remain at the forefront of the market by investing to deliver on and exceed customer expectations.

Technology products:

BMC Helix ITSM, BMC Helix Digital Workplace

Business transformation delivered:

  • A modern, persona-based user experience with intuitive service and change management capabilities
  • Helix’s cognitive capabilities help Three to reduce support costs
  • Three’s customers now have an intelligent, omni-channel experience across all devices and channels
  • All service management requests are addressed proactively in a user-friendly manner
  • Client Solutions and Three worked in partnership and delivered the implementation to over 2,000 users

Challenge

Remain at the forefront of the market by investing to deliver on and exceed customer expectations

Three Ireland is one of the major players in the Irish telecommunications market. Three is not just about mobile. They also provide a broad range of services including managed security and outsourced call centre services. Three now have a base of over 2.4 million customers. As the market demands grow and evolve the challenge for Three is to remain at the forefront by investing to deliver on and exceed customer expectations.

18 months ago, Three began rolling out a comprehensive, enterprise-wide digital transformation including the transformation of their IT Service Management capability,
with a fully cloud-hosted BMC Helix platform. Three recognised that managing the lifecycle of IT services is a complex and challenging undertaking and that transforming ITSM requires an enterprise-grade technology solution and a highly experienced implementation partner. To deliver on this challenge, Three turned to Client Solutions.

Approach

Transforming Three’s ITSM to a cognitive approach using cloud, Artificial Intelligence and Machine Learning

Service management at Three was people-driven and based on an older version of Remedy. ITSM systems and processes were manual, prone to inaccuracy, and sometimes slow. This resulted in higher costs and lower productivity. Legacy ITSM is shifting to a Cognitive Service Management (CSM) approach and senior leadership at Three recognised that transforming their ITSM to a cognitive approach using cloud, Artificial Intelligence (AI) and Machine Learning (ML) would benefit the company enormously.

Client Solutions worked with Three to architect the BMC Helix solution to meet the criteria of the business. Client Solutions have been delivering ITSM services and solutions for more than 20 years. We proposed BMC Helix, specifically Helix ITSM (Remedy and Smart IT) and Helix Digital Workplace. As Three’s partner we were confident these highly evolved ITSM technologies would deliver positive changes to the user service experience and yield the return on investment required as part of the overall transformation program.

Results

Huge savings and improvements to Three’s service management

BMC Helix Remedy has brought huge savings and improvements to Three’s service management through auto-classification, assignment, and auto routing of incidents. Helix is proving extremely popular with the business community in Three and is already more widely adopted and used in Three than all previous ITSM solutions. From an agent perspective Helix provides a modern, persona-based user experience with intuitive service and change management capabilities, while Helix’s cognitive capabilities help Three to reduce support costs.

BMC Helix Digital Workplace now provides Three’s customers with an intelligent, omni-channel experience across all devices and channels including Web, mobile, Chatbot and VoIP. The result is that all service management requests are addressed proactively in a user-friendly manner.

Client Solutions and Three worked in partnership and delivered the implementation to over 2,000 users. Three committed the business user resources, use-case subject matter expertise and testing resources to ensure a tightly managed implementation. Client Solutions provided the technical consultancy, project management and solution architecture services to deliver the challenging program of work, fully remotely, due to the pandemic lockdown.

“Client Solutions’ knowledge of ITSM, the openness of our relationship with them and the collaborative approach played a major role in ensuring this was a successful transformation. Helix has been a big success and we are seeing new possibilities open up since it was deployed.”

Jason Sheehan

IT Operations Manager, Three Ireland