Context
A facilities-based, full-service telecommunications and data provider serving the New York and New Jersey metropolitan markets needed to overhaul a service operation that had outgrown its manual processes. There was no system for handling cases outside standard sales scenarios, address verification for serviceability was done manually by engineers, and Service Cloud had been managed by product teams rather than the service organization. The business had no tracking or monitoring system for major cases and outages, no organized dispatch process for regular and emergency repairs, and a non-standard sales request workflow with no structured path through the system.