Pre-Handover Testing

Background

A service request could be complex so may need certain steps completing in a specific order. This was a largely manual process. It was reported that over 10% of new services experienced some kind of fault and in some cases the fault took over three weeks to rectify.

Due to these service issues the operator was unable to bill for the service in a timely manner.

Objectives

To reduce faults prior to customer handover and enable billing to take place in a timely manner.

Solution

The operator then configured CORTEX to automatically rectify any service discrepancies or configuration issues, but where appropriate, to escalate faults for manual investigation.

Outcomes

For Enterprise Customers, the CORTEX automation rectified 90% of issues before the services was handed over, leaving 10% for Engineer review and remediation. 

Enterprise Orders were processed in 10 seconds not 10 days.

As Billing was invoked when the service was delivered to the Customer, a 40% reduction in time to revenue was also achieved.

The solution eminently reusable, and was extended to Retail Customers enabling 5,000+ requests per day to be done consistently, and with greater Time to Revenue also observed.