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