Predictive, preventive analytics-based solution delivered to improve quality of services for a multinational telco

Simplified, predictive, and preventive analytics-based solution implemented to improve SLAs & lower operating expenditure while reducing the number of issues for the customer

Client Background

Client: Indian multinational broadband and telecommunications provider; one of the largest operators in the region & in the world

Industry: Telecommunications

Services: Telephone operator and mobile network provider

Areas of Operation: Asia, Africa

Challenges

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.

Solution

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:

Partial automated backhaul planning
Tab-based field LOS survey
Proactive management of BTS down cases
Resolution of frequency interference issues
Customer visit for field issues
Field equipment installation for new circuits
Customer interface for FLT
Customer service teams
Field coordination activities for issue resolution
Issue closure & RFO activities
Real-time basis report generation from field

Business impact

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:

Feasibility SLA improved from 4 days to 1 day
I&C SLA improved from 10 days to 3 days
Faster TTR >30%
Lower operating expenditure <25%
Lower number of issues <30%
Less complexity & simpler processes
Reduced field errors

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Predictive, preventive analytics-based solution delivered to improve quality of services for a multinational telco

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