Pre-Handover Testing

90%

of issues rectified

before a customer escalated

40%

Reduction in TTR

Background

An operator was receiving an increasing number of complaints from Enterprise customers when setting live a new service.

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.

10% of new services experienced some kind of fault

Objectives

The We Are CORTEX team devised an automation solution

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

Solution

Once a service has been activated in the network, CORTEX executed a set of 250 service-specific tests to ensure that the service is operating as expected. When the service was not operating as expected, a trouble ticket would be raised.

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

Outcomes

CORTEX rectified the issues outlined by the operator rectifying 90% of issues before escalating, and before handing over to customers.

Orders were processed in 10 seconds not 10 days.

Billing took when the service was delivered seeing a 40% reduction in time to revenue.

The solution was deployed to Consumer Services enabling 5,000+ requests per day to be done consistently, and with greater Time to Revenue.

Why choose CORTEX

Our software alone is not the reason why people buy CORTEX, we know what really matters to CSPs. Discover the difference with We Are CORTEX

Time to Value

Deliver business value quickly

I have a long term technology strategy but I need my automation to start delivering quickly and cannot wait for all of the legacy systems.

Scalability

Hyper scalability for Communication Service Provider operations

We work in a high volume business and our automation tools need to execute at speed and scale out to handle huge volumes of transactions.

Enterprise Governance

Enterprise-grade automation platform

We want to automate business critical operations and we need central controls and governance around our automation estate to avoid citizen-developers running unnecessary risks.

Explore more Use Cases

As a dedicated CSP business we deep dive into every area of a CSP, take a look at some of our other use cases here.

Billing Operations

Customer billing relies on an extensive underlying infrastructure to monitor, record, maintain data and apply required contractual parameters for accurate billing.

Connectivity Circuit Writing

The current IT stack used within the circuit writing process required manual data input leading to inefficiencies.

Network fault management

Manual network fault management on trouble tickets for network infrastructure that were raised from customer complaints, by the operations teams.

OLO Network Traffic Management

The customer wanted to maximise the quality of their international voice network services whilst minimising costs.

A Fully Digital Service

Voice Resource Management was a manually performed process, from order to allocation and further provision.

Change Request Management

Minimising unexpected downtime or systems availability for customer impacting Change Requests.