up to make sure that we actually see this on the stream and wait for it [Music] and uh still not coming through and let's try that there we are all right welcome to another workflow wednesday we're a little bit early and we might be a little bit shorter but the reason is i have one of my peers from third era uh we've enjoyed jumping on this bag wagon for just a little over a year and so let me introduce vicki harris and we're going to talk about telco and the time we have vicki good morning good morning troy thank you so much for bringing up the topic of industry and specifically telecommunications today hope you're doing great doing doing really really well um like i said i know we've got a bunch of struggles with with time and shuffling schedules and that's how things go right rolling with things uh when you talk about change in our personal lives it's also change in the work world um we've seen this kind of across the board of third era but the telco industry in specifics when we start looking at it as we've gone virtualized we've gone through digital transformation the touch points organizations have with their customers clients and they'll even say prospects has gone digital i wanted to get your thoughts as we look at that we look at the telco vertical in particular how has a digital transformation changed over the past couple years yeah well and things have changed if you consider what we've seen in the communications markets in the past we've worked with a lot of legacy in siloed systems having silent systems doesn't have to be all bad as long as you find some way to integrate the various means of data and provide a really effective end user benefit interface and with digital transformation that's the biggest thing that i'm seeing in the communications market is the requirement to include the customer's ease of use into the communications markets not only from ordering perspectives but also from customers wanting to look at their managed services and being able to view common dashboards across the disparate systems and service now fortunately provides that capability absolutely you know they one of the things that i've i've caught myself saying several times the last few weeks is that our contact center centers our support centers we're just at cost that we were helping organizations look at how do we drive down cost per call it was such a key metric and what i'm finding is forward thinking organizations have really kind of put that on the shelf and said cost matters but i think there's there's more importance to look at how are we serving our customers so that we're retaining the longer they're they're feeling served because they can't come into a brick and mortar um you talked about that a little bit more in telco let me understand a little bit more is as we've looked at the telco product on the servicenow platform that any of the 1600 partners could show up with right at third era one of the things that we've done is we have a certified vertical telco industry solution yes tell us a little bit more about that well the strength of customer experience has meant a lot in the third era environment and the depth of our bench from a telecommunications view and this really new product not only from telecommunications service management that utilizes tm forum interfaces that provide some of that flexibility we are also specialists in the order management technology solution and tsom which is operations for telecommunications so having the ability to provide end-to-end support for the communications market is giving us a huge advantage in the marketplace and we do have use cases one of which is highlight on the the servicenow site specific to in jenna where we have an sd-wan as a service provider that is making great changes in the marketplace for sd-wan as a service being able to provision from a cpq and be able to go through and do order assurance in a beautiful beautiful customer portal allows third era to really jump ahead of other partners to provide a better set of solutions we have a deep bench as i mentioned we have over three certified master architects that are certified in communications a part of the advisory council with servicenow and have every desire and intention to continue to guide the communications market through third era and our expertise that depth is pretty cool isn't it it's very cool yeah i think that's some of the one of the things that you and i have both talked about a fair amount one of the things we enjoy with third era is you know this not only the aspirational goal that kind of prompted us to join the organization but really how we've seen it grow over the last year and you know in one of my prior sessions i talked about that growth and they said well the growth is fun for us internally the growth really only matters as it impacts our clients in and that's one of the things that i've enjoyed about learning and watching the angela project and what's come out of that is that really industry leadership where like you said three of our you know if not already 10 soon to be 10 certified master architects if we have a third era to have three of them certified deep in that vertical is very unique well and i think you know troy when we first started the whole notion of third era and what it means from a first era service now and let's go provide itsm consulting second era where we're going in and yes we're doing service now and we're doing products within the servicenow ecosystem to now the third era where we're really considering the industry segment and what customers need and adapting the technology to those business workflows really not only ex i'll say exploits really expands the use of servicenow as the platform of platforms in a very industry use case scenario and taking the leadership at third era to be able to do that in a real way i think really does set us apart from others and a part of the excitement that we join to exploit as we got came into third era right right i i'm watching my time you know i am today there's there's one one question i think i'm gonna there may be more than one but i want to see if i can squeeze in at least one one of the things that we talked about a little bit is our roles are changing you know it's like welcome to sales both vicki and i are part of the sales organization within third era um and one of the things that anyone in sales knows is is our territory and how we work is shifts and and so we roll with that one of the things we're seeing shape up with vicky is that you'll be kind of the the spokesperson if you will in the key contact to help deliver our service now solutions in the vertical industry of telco i have a geography based right so i have six states that i cover arizona colorado new mexico nevada utah and wyoming you cover uh telco across that so how would someone engage with with you if they're outside of my states or if they're within my states how would they engage what's some of those first conversations if someone's like well i don't know how servicenow and third era could help me in the telco industry what does that journey look like well i think with telecommunications media and technology in looking at industry and again the third era you can talk technology all you want if you don't understand the client's business you're really at a weakness and going onto a website and looking at the number of employees and a little bit of their corporate objectives over the course of the year if you see anything that aligns with customer service order management telecommunications technology or media overall it's a good time to give me a call either within our organization or as a client reaching out to me what will happen is i'll help vet the various understanding of what the business notions are and then align you with the field representative that is already you probably are already working with mr customer uh or this customer and then the um the field rep from third area and myself will work very closely together where i'm helping assure that the telecommunications piece is being directed from an industry view in those horizontal products that we also offer with irm and some of the other hr kind of products can also be addressed by the local representatives so it's no harm no foul from a territory view you can work with third era and know that we have your best interest in heart both from understanding the industry and and as much understanding the technology so contact me relative to anything with telecommunications media and technology and you can be assured that i'll be aligning you with the field reps as well awesome i appreciate it vicky i know you've got to run i want to give you the chance to drop off now i will put in the comments in the links below because this will go out a couple different platforms on linkedin youtube and twitter if people watching this if you're not subscribed to me on youtube please hit that subscribe button if you're not connected with vicki and i we're easy to find on linkedin please send us a connection request we love to hear from you um and like vicky said if you've got questions about telco reach out to her if you're in my six states reach out to me we'll work together with you again we we exist so you can get more value from servicenow to serve your customers and clients thank you anyway last comments before you close down and leave first and foremost troy thank you so much for having me on today i think getting the word out to our clients overall that third era is looking at your business issues to resolve with with servicenow as a pure play partner in the market with the global presence that we have and the growth that we're realizing we're here to help and are really making the wave of innovation in the servicenow industry so thank you again for having me and i'll look forward to hearing from all of you in the future about your tmt requirements thank you so much thanks vicky i know you got to go drop off take care thank you bye bye i hope you enjoyed that with vicky i wanted to stay on just a little bit longer just to talk more about where you can find some information so i'll post some links but if you go to thirdera.com we have so much information our marketing team continues to build out more and more resources for you you can read the case study on the project that vicki and i were just talking about within jenna and you can find more about our telco industry solution if you go to servicenow and search for it you'll see us mentioned but you can also find more on our website i'll put some links in the comments below but the key is that i hope you find that even if if telco is tmt technology media and telecommunications is not your vertical i hope one of the things that you heard from vicki is is third era we focus on your business that we want to understand what it takes to help you be successful in your marketplace utilizing servicenow in the matter of doing that and so i look forward to the conversations with you and that's the focus of now with troy i've got some exciting sessions coming up uh that i i hope you'll connect with me and follow and join next workflow wednesday i know the timing on this one was different we had to juggle and we're on earlier than scheduled but wanted to get this done when we had time and so i i hope you can join us on the following sessions i have northcraft analytics coming on with me i also have a session coming up where we'll be talking with the presenters on one of our other webinars and so watch for more of those again linkedin youtube and twitter is where those will go out and i look forward to hearing back from you a couple different things again inside my region if you'd like some help trying to get more value out of servicenow connect to me and let's chat you can call me reach out to me on linkedin either way easy to find oh come here look who's in in in my house i have my little ones with me these are my grandkids weston come in here where is he oh he's he's way down there but i need to go because i am blessed with my daughter with three grandchildren being here with me this week and we get to play around so again thanks for watching and i look forward to seeing you on another workflow wednesday i'm gonna go play with these guys see ya all right let me set you down such fun um i look forward to checking with you next time again thanks so much bye-bye