IN Singapore’s thriving financial landscape, embracing digital change offers significant potential. Deloitte’s research shows that successful digital upgrades could add up to US$1.25 trillion (S$1.68 trillion) in market value across Fortune 500 companies. This sends a clear message to business leaders: modernising operations can bring major rewards, regardless of industry.
However, adopting new technologies often involves significant investment, complexity, and time. The process typically requires coordinating multiple vendors, which can lead to productivity setbacks and partnership challenges. These factors create substantial hurdles for businesses looking to transform their operations.
To help firms focus on running their business instead of being caught up in sorting out their IT issues, there’s a comprehensive solution to digitise their end-to-end operations. The StarHub Managed Services for Hybrid Multi-Cloud, which leverages on the service provider’s partnerships with ServiceNow and IBM, helps to design, deploy, integrate and manage their IT infrastructures more seamlessly.
Through AI-driven automation and Artificial Intelligence for IT operations (AIOps) – a machine learning technology that enhances IT operations – StarHub’s Managed Services helps businesses handle complex workflows and cloud environments, helping them streamline IT and customer service management.
“Incorporating automation and AIOps in our managed services sets a benchmark for proactive IT service management,” says Tan Kit Yong, head of the Enterprise Business Group at StarHub. He highlights StarHub’s deployment of a software-defined network at JTC Corporation’s Punggol Digital District (PDD), which integrates with 5G and network automation across the data centre, campus and other connected facilities.
“With our ability to enable automation and AIOps for PDD’s network, our team can focus on customer experience and business-related challenges using data collected and ingested into JTC and GovTech’s Open Digital Platform,” he adds.
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Bringing down the barriers to entry
Digital transformation can be complex, involving multiple vendors and stretched timelines. Firms often need to enlist the expert help of various providers to modernise and integrate applications and systems into their existing infrastructure. These could include a digital solutions provider, a cloud service, as well as an IT services team.
In response to these challenges, StarHub, in partnership with ServiceNow and IBM, offers a centralised approach for businesses to digitise processes and streamline workflows.
The service management suite features ready-made solutions to improve IT and customer service management. StarHub also facilitates service bridging, allowing customers with compatible ServiceNow solutions to easily connect their existing systems and applications, ensuring a smooth transition to the new service management suite.
Tan explains: “Our service management powered by ServiceNow comes fully integrated with StarHub’s network capabilities, ensuring direct support from us without the hassle of coordinating between different service providers.”
He adds that switching to StarHub’s platform could mean taking advantage of reduced management overheads, getting access to expert skills and advanced features, and quicker implementation of updates. Clients can also be empowered to turn on new capabilities from ServiceNow’s suite of services on StarHub’s platform.
Reliable performance with service observability capabilities
StarHub’s Managed Services for Hybrid Multi-Cloud is built on a high-performance, low-latency cloud infrastructure that ensures reliable hosting of service observability tools. This suite of solutions includes Advanced Network Performance Management (NPM) for real-time network monitoring, Application Performance Management (APM) for predictive issue resolution, and Application Resource Management (ARM) for optimized computing power allocation.
Together, these service observability capabilities provide a comprehensive view of application performance and resource utilisation, enabling businesses to optimise their applications for maximum efficiency and effectiveness. With StarHub’s Managed Services for Hybrid Multi-Cloud, businesses can reduce IT manpower requirements, improve application performance, and enhance overall customer experience. By leveraging these capabilities, businesses can focus on driving innovation and growth, while StarHub handles the complexities of cloud infrastructure and application management.
Enhancing customer support across multiple channels
According to a study by market research company Forrester, improving customer experience by one point can help drive more than US$1 billion in revenue.
Delivering good customer experience in today’s terms means catering to and interacting with customers across seamlessly integrated channels while directing them to the most efficient solutions when they need help.
StarHub’s Managed Services for Hybrid Multi-Cloud provides bridging support to help businesses improve how well their customer service teams work. For example, customers who have experienced an error while using a bank’s app may have tried to contact customer services via different channels such as email, phone, or chat.
StarHub’s Managed Services are able to empower businesses’ internal users in proactive monitoring and AI-powered analytics and help customer service teams log and manage issues while prioritising the most urgent cases. For customer service agents, this means less time spent recording and sorting through cases, allowing them to deliver better service to customers.
Integrating workflows for quicker problem solving
By digitising operations and consolidating workflows onto a single platform, companies can streamline their processes and capitalise on StarHub’s support for cross-functional tasks, such as coordinating IT and customer service teams. This integrated approach enables teams to collaborate more effectively, leading to increased productivity, shorter turnaround times, and faster issue resolution.
StarHub’s deployment team can help businesses integrate their workflows with APM, NPM, and ARM solutions, providing a comprehensive view of application performance and resource utilization. This enables businesses to quickly identify and resolve issues and make data-driven decisions to optimise their applications and services.
At the same time, StarHub’s support services keep the customer service team updated on the status of fixes and provide training on how to brief customers. This integrated system, supported by StarHub’s robust cloud infrastructure, empowers firms to resolve issues faster while delivering timely and consistent communications to both customers and staff.
Managing data and artificial intelligence
Integrating workflows involves handling and making sense of data to derive valuable business outcomes. This requires a smart system that can change as needed. Through StarHub and its partnerships with ServiceNow and IBM, businesses can gain access to the service provider’s extensive network capabilities, including its Cloud Infinity infrastructure and Service Operation Centre.
Cloud Infinity is a platform where businesses can securely adopt cloud services and grow as they need. This highly adaptable network can be customised to suit the technology demands of any company, no matter the size or type of work. It also leverages on its own network to automate routine tasks and save time for IT teams. Tasks such as regular maintenance checks can be seamlessly handled by the AI-powered solution, freeing up IT service agents to focus on higher-priority matters.
Complementing this infrastructure is StarHub’s Service Operation Centre, which works in tandem with ServiceNow’s IT service management solutions to empower businesses to harness the power of AI analytics. This helps IT teams to predict and prevent issues before they happen. Real-time system monitoring further enhances the team’s ability to address issues swiftly.
By integrating data and network infrastructure effectively, companies can better align their technology to their business goals, driving success and competitiveness.
