July | 2020
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:
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:
Wipro helped Telenor India, a leading mobile operator, achieve best-in-class service reliability and assurance by reducing IT incidents by a whopping 89%
Re-engineered processes and tools to optimize the planning, deployment, and operation of the transport network
Client’s network, OSS tools test management were integrated under one contract enabling consistent readiness for new components, changes to be launched to the live network timely.
Locations
