Vantage Towers has implemented a ServiceNow-based platform to manage relationships with 55,000 landlords across eight European markets, significantly accelerating response times and innovating how success is measured in landlord engagement.
- Unified landlord relationship platform launched across eight European countries
- Response times improved from weeks to hours via centralized ServiceNow solution
- Success measured by friction per outcome rather than traditional speed metrics
What happened
Vantage Towers, operating 88,000 cell tower sites across Europe, faced significant challenges managing relationships with approximately 55,000 landlords using largely outdated, manual processes. The company’s Chief Digital Officer, Tobias Steinig, led a digital transformation initiative that rebuilt this landlord engagement model on the ServiceNow platform. This new platform, called LIRA and implemented with TCS, consolidates inquiries from letters, phone, SMS, and email into a streamlined digital interface.
The phased rollout prioritized the largest markets—Germany, Greece, and Spain—before expanding to others. This approach allowed for rapid adoption and continuous improvement. Integration with other business systems such as SAP enabled real-time access to payment and location data, helping agents respond to complex landlord inquiries promptly and effectively.
Why it matters
Landlords are an essential but unique stakeholder for Vantage Towers, as they differ from typical customers by requiring payment rather than providing it. Recognizing landlords as 'inverted customers' guided the design of the customer service model. This shift enabled the company to reframe relationship management around engagement quality rather than just transaction speed.
The move to a digitally integrated, multi-platform approach challenges the prevailing 'one platform for all' enterprise software narrative. By leveraging ServiceNow alongside SAP and asset management data, Vantage Towers has created a customized and efficient workflow that drastically cuts resolution times from weeks or months down to just hours. This has the potential to greatly improve overall operational efficiency and stakeholder satisfaction.
What to watch next
Vantage Towers’ ongoing rollout across its European footprint will be closely watched to see how the platform scales and adapts to different market needs. Metrics focused on friction per outcome rather than traditional speed measures suggest a nuanced approach to customer experience that other enterprises managing complex stakeholder networks may consider adopting.
Additionally, the partnership approach with ServiceNow, emphasizing co-investment and integration beyond standard customer service management, could influence future enterprise software implementations. Observers should monitor further enhancements to the LIRA platform and whether this model prompts similar innovations in infrastructure-focused companies dealing with large numbers of unique stakeholders.