Customer technical support: processing time divided by 3
AEuropean telecommunications operator, with more than 3 million homes subscribed to its fixed internet offer, has entrusted ALTEN with thelevel 2 and 3(network access and services)customer technical supportfor anend-to-endincident ticket process.
太长时间处理或未解决的技术incidents are factors that may lead the subscriber to terminate their contract.
Our operator customer decided to restructure its level 2 and 3 technical support service in order to significantly improve the ticket processing time, and reduce its churn rate by half.
More than 250 ALTEN consultant engineersare involved in the project, regarding:
- Redefinition of the organization and internal processes
- Development and implementation of technical instructions
- Resolution of technical incidents for network access (ADSL and FTTH) and services (IP-TV, VOD, etc.)
Currently, more than 45,000 technical incidents are processed from end to end every month, with a processing time divided by 3 and less than 5% of the tickets escalated to the operator’s experts.
At the same time, the intervention of ournearshore Delivery Centrelocated inFès(Morocco) has enabled the customer tooptimize its costs.