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A Trusted Partner since 2018
99.9%
Automation
80%
First line reduction
1xFTE
One FTE saved
Case studies & implementations:
SMC 1st Level troubleshooting
Background
The client, Orange Romania are a Tier 1 operator. The Service Provider Service Management Centre (SMC), is responsible for handling customer complaints tickets relating to internet and television service subscription technical issues. Call Centre 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
Challenges
- Manual troubleshooting
- Competing priorities for SMC Engineers
- Non-exhaustive testing and remedial actions applied
- Improve customer response times
Head of Service Quality & Efficiency Management.
Solution
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.
Outcomes
- 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)

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SMC 1st Level troubleshooting
The client, Orange Romania’s tier 1 Service Provider Service Management Centre (SMC)…