SUCCESS STORIES / IT Agility

Boost your CSAT scores with AI-led order fallout resolution

Prodapt’s AI-at-core solution helped leading CSPs in the US overhaul ticket management, reduce SLA breaches by 90%, and supercharge their Trouble-to-Resolve process.

Background

In the communications industry, rapid and precise service handling for order provisioning and fulfilment are key determinants of customer satisfaction but many service providers struggle to make these processes seamless. High ticket volumes with varying levels of complexity – from simple service setups to an array of network configurations – and outdated ticketing systems that require manual work combine to delay issue resolution, directly impacting the experience for customers & fanning operational costs for the provider.

A TM Forum report indicates that such inefficiencies can increase resolution times by up to 50% and operational expenses by 25%.

Can there be a technological solution to the problem?

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10% reduction in MTTR (Mean Time to Repair).

90% reduction in SLA breaches.

15% increase in productivity.

5% reduction in OPEX (Operational Expenditure) .

Client Situation

Our client, a prominent U.S. provider of advanced network communications and technology solutions, was overwhelmed by tickets for order fallout in the B2B and B2C segments, particularly in order provisioning and fulfillment.

The manual ticket assignment and the triaging system were inadequate, extending MTTR and causing SLA breaches in certain cases. While 60-70% of tickets were resolved within the three-day SLA period, the complex tickets took up to five or six days, surpassing the five-day MTTR limit.

They chose Prodapt for our specialized focus on the telecom sector and proven expertise in leveraging advanced technology to streamline complex operational systems. This partnership aimed to overhaul their legacy ticket management system and streamline the resolution time.

Prodapt’s GenAI-powered ticket classification and automated remediation dramatically reduced ticket volume, fast-tracked Trouble-to-Resolve & enhanced CSAT.

Diagnosis

The client faced high-order fallout tickets, primarily due to its legacy OSS/BSS system, which is responsible for managing network infrastructure, operations, and customer-facing processes. The system was slow in order processing and relied too much on human effort.

The order-handling teams operated in silos, restricting communication and thereby delaying resolution, causing inconsistency in service quality and leading to overall inefficiency in managing customer issues and order processing.

Solving It

Prodapt integrated the platform with our new AI-driven system to automate ticket management.The system leverages AI/ML to classify tickets based on the level of complexity in resolution. The system achieves this by analyzing recurring issues, common error types, and similarities in ticket attributes, based on past data comprising customer history, troubleshooting records, and service and trouble details from an advanced IT Service Management (ITSM) platform.

Based on this classification, the solution triggers automated remediation using predefined rules to resolve data discrepancies such as incomplete customer information, incorrect service addresses, and duplicate records. For instance, if an order repeatedly fails due to a specific data error, the system automatically fixes it by correcting or completing the missing fields.

Complex tickets that require extensive troubleshooting, specialized knowledge, or coordination among multiple teams are handled differently. For instance, an enterprise customer's order needing a custom network configuration with advanced routing is classified as a complex ticket and assigned to the relevant service teams.

A unified framework was developed to standardize ticket-handling and ensure consistent procedures across service teams. By integrating Standard Operating Procedures (SOPs), Prodapt helped the client achieve consistent, efficient troubleshooting and resolution processes.

The company reduced MTTR by 10% and SLA breaches by 90%, significantly improving service delivery. Productivity increased by 15%, speeding up customer inquiry resolution, while automation efforts cut OPEX by 5%, optimizing resource use.

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