Arqiva: Scaling CRM Toward a Unified Workflow Across Customer Service and Field Operations

This IDC Perspective examines Arqiva's strategic consolidation of fragmented operational systems into a unified enterprise workflow platform, partnering with ServiceNow, enabling end-to-end (E2E) visibility across customer service, field operations, and portfolio management. Initially driven by the need to replace multiple disconnected service management systems, the program evolved into a broader digital maturity strategy centered on workflow automation, AI augmentation, and knowledge digitization."Arqiva's experience underscores the necessity of modernizing core systems as a prerequisite to effective workflow automation," says Ornella Urso, research director, IDC. "Rather than approaching consolidation as a straightforward IT replacement exercise, Arqiva's journey illustrates the value of treating such initiatives as holistic business transformations, where operational processes, governance, and organizational culture are equally addressed."