automated processing success
days of manual effort saved per annum
time reduction on 1st Line troubleshooting
Case studies & implementations:
SMC 1st Level troubleshooting
The client, Orange Romania’s tier 1 Service Provider Service Management Centre (SMC), is responsible for handling customer complaints tickets relating to internet and television service subscription technical issues. Call Center representatives perform troubleshooting and initial diagnostics. If these actions are not successful, a ticket is raised and assigned to a SMC Engineer. The SMC Engineering team are assigned support tickets in addition to their proactive responsibilities which include updating software configuration for network devices, device patching, and network configuration. They also rely on as Subject Matter Experts for new project planning and deployments.
- Manual troubleshooting
- Competing priorities for SMC Engineers
- Non-exhaustive testing and remedial actions applied
- Improve customer response times
The key to the successful deployment of automating Level 1 internet and TV services customer tickets is the strategy and methodology. First, defining the vision of what the automated operations will be, assessing the current processes, and determining how to achieve this. Taking an agile approach, we enabled the assessment of current processes, systems, and required integrations which feed into the design of the automated digital operations. The automation flows were optimized to remove obsolete steps and perform the repetitive diagnostics steps delivering machine speed automated operations. CORTEX®-IA has been implemented to interface with all required systems and interfaces, including ticketing tool, CRM, Core Network Equipment, Network Management Systems, etc.
Far far away, behind the word mountains, far from the
- 90%-time reduction first line troubleshooting
- Optimized End to end flow
- Increased capacity and scalability to meet peaks in customer tickets
- Consistent and accurate application of troubleshooting methods
- SMC team available to focus on higher value job functions
- Automated a minimum of 4 days/week of Level 1 manual troubleshooting (for the entire team)
countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast
Automation is a central point inside the IT operations Strategy, as part of our digital transformation, with great focus and commitment from all the involved parties. We believe that through intelligent automation we can achieve our goal to deliver reliable and seamless services to our customers.
Besides the tool, which is also important, we needed partners who can support us through the automation journey and empower us with the right methodologies in order to implement automation efficiently and timely.
Together with Realworld Systems and CORTEX, we can achieve our goal to implement intelligent automation by using the best combination between the tool and mindset.
Marian Merișescu, Lead Automation Architect, Orange Romania
Case studies & implementations
Change Management automation
Automation of scheduled works (SWs) on any network transport equipment for a tier-1 telco operator, saving days of manual checks.
IT Billing Operations automation
Realworld Systems and CORTEX® support Orange Romania in accelerating its automation journey for IT operations
SMC 1st Level troubleshooting
The client, Orange Romania’s tier-1 Service Provider Service Management Centre (SMC)…
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