Client: Indian multinational broadband and telecommunications provider; one of the largest operators in the region & in the world
Services: Telephone operator and mobile network provider
Areas of Operation: Asia, Africa
One of the largest telcos in the Asia and Africa region was facing significant delays in ticket assignment till FLT, and its consequent resolution, as a result of delays in most of its processes. The elaborate and manual FLT process of the client was leading to delays before field resolution actions could be taken. Other challenges like having multiple channels for follow-up and hopping of tickets between field and L2 due to the involvement of multiple teams only compounded that delay. Furthermore, a lack of proactive monitoring of link performance indicators, inefficient fieldwork, and insufficient backend/technical support result in higher lead times and lack of a quality resolution of a field issue.
Wipro delivered a predictive & preventive analytics-based solution along with automation to significantly bring down the resolution time, minimizing manual efforts, and accelerating the process cycle, thus improving efficiency. Following are the key solutions delivered:
The client was able to significantly improve its customer satisfaction with a substantial reduction in resolution time and improved quality of services. Following are the key milestones/business benefits that the client was able to provide to its customers: