Insights / Operational Excellence

Turn your network issues into customer delight

Leverage automation strategies to streamline the Trouble to Resolve (T2R) process, providing customers with quick resolution and greater satisfaction

TM Forum, a global industry association for service providers and their suppliers in the telecommunications industry, has a business process framework -eTOM’s (Enhanced Telecom Operations Map) Trouble to Resolve (T2R) process. It reveals how to deal with a trouble (problem) reported by the customer, analyze it to identify the root cause of the problem, initiate resolution to meet customer satisfaction, monitor progress and close the trouble ticket.

Most Service Providers follow the eTOM T2R process, however, they encounter key challenges that affect the overall T2R operational efficiency and increase the OPEX.

  • Multiple siloed systems to complete a network event’s lifecycle leads to high manual effort and increased OPEX
  • Difficulty in identifying the right impact of a network event-
    • No proper tools for auto-identification & prioritization of critical events that would cause major business impact
    • Resource wastage: Network Operation Centre (NOC) tends to spend a significant amount of time handling huge volumes of
  • Difficulty in meeting business KPIs due to unavailability of fully integrated systems and automated processes

Service Providers in the connectedness industry must develop an effective strategy for integrating the systems and bringing end-to-end automation to the T2R process flow. The majority of service providers have a basic level of automation, however, there is a huge scope for complete lifecycle automation. This Insight showcases an effective approach for implementing end-to-end automation of network event lifecycle from event creation to resolution. The approach is based on the implementation experience of leading service providers at multi-geographic locations.

“According to a report by McKinsey, many service providers have complex fundamental processes with multiple system integrations and are labor-intensive and costly. Leveraging digital technologies to simplify and automate operations makes them more productive and results in a significant cost reduction of up to 33%.”

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