Speeding up Service and Support Processes

The main competitive factors for service providers and carriers are short-term planning and provision of services, proactive customer and service management, and high quality of service. The definition of efficient processes, clear division of responsibilities and extensive process automation are prerequisites for meeting these requirements appropriately.

Operation Support and Customer Service Processes

Together with SyroCon Consulting GmbH, inubit supports customers in the telecommunication market with process oriented solutions for operation support and customer service processes. The main focus lies on a continuous automation of the provisioning processes and the optimization of customer service and suppression shielding in the sense of quality and efficiency. The core functions include the following elements:

Customer Care

• 360° customer view: comprehensive visualization of all customer-relevant data (master data, order and contract information, open tickets) by integrating all systems
• Automated diagnosis and visualization of service availability for optimization of call handling times
• Provision of simple repair options for 1st-level support

Service Provisioning

• End-to-end automation from order management down to the network element through system integration
• Automated processes for activation, deactivation and changing of services
• Support for zero-touch customer activation
• Scheduled execution of provisioning orders

Process Support

• Web-based provision of status reports
• Monitoring and analysis of process flows
• Simulation of all process flows
• Implementation of process portals

inubit OSCS solution