A single new customer service could take on average 10 days and in the worst cases up to 55 days to provision and as result customers were unhappy, revenue was lost and, SLA’s missed.
In addition to missed SLA’s and customer satisfaction issues, there was a lack of adherence to technical standards and polices.
An automation initiative was devised to accept customer service orders from the CRM, validate them and perform the appropriate design and assign. It was hoped that automating this process would drive efficiency and remove the need for manual intervention.
During this process CORTEX breaks down the components of the orders and analyses the existing inventory to check the resources are available, it then updated the inventory to reflect the new order in real time.
Once the design phase of the process is completed CORTEX will issue the service to the network directly or via the chosen activation platform.
CORTEX will handle any errors or exceptions by rejecting orders back to the original source e.g. the CRM, or by considering different design options If the issue is relation to resource availability. If neither of these are an option, it will escalate the issue to appropriate member of the team for manual intervention.
With the reduction in manual intervention the business managed to recoup time spent by skilled employees to the equivalent of 3 FTE’s leaving them to work on other more valuable projects.
As well as saving time and money CORTEX has ensured a 90% improvement in accuracy removing mistakes made by manual intervention.
Approximate Functional Block Count: 2,500
Time to Value: 20 months
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
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.
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-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.
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.
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