NTT DOCOMO, StarHub, and ServiceNow keep travelers connected with autonomous roaming resolution using ServiceNow CRM

Core Insights - The collaboration between NTT DOCOMO, StarHub, and ServiceNow aims to enhance international roaming services by automating issue resolution and improving connectivity for travelers [1][6]. Group 1: Initiative Overview - The joint initiative introduces an autonomous roaming resolution model using ServiceNow CRM, which is the first of its kind in the industry [1]. - The companies are developing a shared operational model that utilizes AI and workflows to expedite the resolution of roaming issues [4]. - The goal is to provide travelers with better connectivity and service quality by standardizing operations between carriers [5]. Group 2: Current Challenges - Roaming customers often face service interruptions due to the lack of industry-wide standards, leading to delays in issue reporting and resolution [2]. - Each carrier currently employs its own methods for handling roaming issues, which complicates coordination and can result in lost revenue and customer trust [2]. Group 3: Technological Advancements - DOCOMO has been collaborating with ServiceNow since 2021 to implement Zero-Touch Operation (ZTO), which automates maintenance tasks and reduces the need for manual intervention [3]. - The new solution transforms manual processes into autonomous workflows, providing real-time visibility into roaming issues and enhancing proactive customer service [4]. Group 4: Future Plans - Technical validation of the new operational model is currently underway, with a commercial launch targeted for the second half of the year [5]. - The initiative aims to create a scalable model that can be applied globally, ensuring more reliable connectivity for international travelers [5]. Group 5: Company Profiles - NTT DOCOMO is Japan's largest mobile operator, serving over 90 million subscribers and leading in advanced mobile network technologies [7]. - StarHub is a prominent Singaporean company providing a wide range of communication and digital services, focusing on customer experience and technological innovation [8]. - ServiceNow is recognized as an AI control tower for business reinvention, facilitating the integration of various systems to streamline workflows across enterprises [10].