How our intelligent diagnostic engine and automated proactive service assurance framework reduced trouble calls and truck rolls for a renowned Canadian service provider
Meeting and surpassing customer expectations is critical to scale and competing in the connectedness industry. To provide a delightful customer experience, an operator must focus on delivering uninterrupted network connectivity and consistent speed.
Frequent disruptions in the network lead to poor performance and end-user dissatisfaction. Various issues can impact network performance, some of which are complex to identify and resolve. Failing to resolve the issues on time may damage the service provider’s reputation and lead to subscriber churn.
How can a service provider monitor the network and address the issues proactively to ensure that the subscriber has a flawless experience?
Our client is a Canadian communications and media company operating primarily in wireless communications, cable television, telephony, and the internet. As they rapidly expanded their cable network, they needed stronger service assurance capabilities for flawless and reliable network service delivery.
They wanted to transform their service assurance with a proactive approach and chose Prodapt as their trusted partner.
Prodapt’s technology expertise and proactive approach empowered the client with a stronger service assurance capability.
Due to the lack of efficient network traffic monitoring and analytics, the client was challenged with maintaining network performance, security, and availability. In addition, they were unable to quickly isolate problems and determine customer impact.
The client was unable to proactively identify and categorize the large volumes of network incidents generated in the cable network (DOCSIS).
Manual validation performed by the Network Operations Center (NOC) team was time-consuming and limited to the number of network elements i.e., routers, modems, and switches) that were validated per day. For example, it takes 2-3 NOC engineers to analyze just 30 network elements per day.
We designed and implemented a proactive network service assurance approach with E2E automation.
We implemented an intelligent diagnostic engine that could proactively detect faulty nodes and validate and categorize the issues in near real-time. It was integrated with the Incident Management System to enable automatic ticket creation for different incidents. The system could monitor the progress of the issues every hour, prioritize the tickets with unresolved issues and auto-close the tickets for resolved issues.
In addition, we implemented an intelligent dashboard using Elastic, Kibana, and Logstash to analyze the problems proactively and provide actionable insights to the business and operations teams.
Post implementation of our solution, the client was able to save 42000 person-hours in just six months. New trouble calls and truck rolls were reduced by 56%, and the customer experience improved by 19%.
We'd love to hear from you.
