For all of these actions, results are archived in a centralized Wiki-based collaboration platform, allowing CSRs to easily go back and review outcomes for future reference, and modify results as new resolutions emerge. By storing these outcomes over time, the solution has grown organically to provide a vast knowledge base through which CSRs can quickly search and find effective results-based documentation on an ongoing basis.
Through improved collaboration, a new culture of knowledge has been instilled within this CSP organization. Valuable knowledge – knowledge that previously may have been scattered across various technology departments, or shared exclusively among high-level operations staff and subject matter experts – is now readily available and easily accessible for those handling the CSP’s most pressing day-to-day demands. In addition, the company’s library of automations now contains thousands of action tasks. That number will continue to grow because the CSP is constantly identifying trends coming into the NOC that make sense for automation.
With the ITPA solution in place, the CSP is able to significantly reduce IT and customer service response times. CSRs are now empowered to solve issues quickly and efficiently, and with less escalation. In addition, the CSP has realized a cost-effective way to transform OSS/BSS practices, while also enhancing internal communication; improving CSR workflow and problem solving; and achieving a time savings of thousands of hours each year to drive dramatic improvements in customer service.
Innovation Drives Bottom Line Success
The challenges facing CSPs today are multi-faceted, and include the need to deliver and monetize new services, contend with eroding margins on existing services, and deal with the staggering increases in data traffic driven by new media consumption behavior. Only those CSPs that embrace the new technology currency of the day – automation and collaboration – will be able to adjust accordingly, and at a sufficient pace.
By creating dynamic, human-centric communities powered by automation and focused on operational excellence, everyone – from CSRs to engineers, operations personnel and subject matter experts – is united and in position to directly make vital process improvements. In sharing their collective expertise and experiences, and striving to maximize the value they bring to an organization, these individuals can evolve their organizations in a way that has not been accomplished before. In turn, those with less expertise benefit from the unique knowledge of these experts.
At the same time, a system evolves in which those with the highest levels of expertise can focus more of their energies on adapting processes and tools to meet the ongoing demands of the market – and outpacing the ever-changing operational gauntlet that continues to confront today’s complex CSP landscape.
About generationE Technologies
generationE Technologies is an IT process automation (ITPA) software company that places human ingenuity at the forefront of workplace activity. Our products and solutions embrace principles of connectivity to make process automation a fundamental attribute of human interaction within organizations worldwide. With our Resolve software, generationE transforms the way companies operate. Resolve breaks down traditional organizational limitations by introducing collaborative operations management (COM) and new approaches to automation.
The powerful combination of Resolve Run Book Automation software and COM delivers unprecedented levels of automation to network operations and customer care centers as well as provisioning applications. Resolve provides a human-centric operational platform designed to drive efficiency and innovation, and is comprised of the following core attributes: automation, next-generation collaboration, enterprise social and analytics. For more information, you can contact generationE at info@generationEtech.com or +1-949-325 -0125.
