Our client, a global telecommunications company, had to manage 14+ commercial of-the-shelf (COTS) solutions for service assurance and fulfillment across LoBs which failed to help them in becoming efficient, responsive, and successful. Since their existing systems for service assurance was COTS based, its architecture did not allow customization. As a result, the client was unable to improve their operational efficiencies. Additionally, because of complex fault handling capacity and high fall-outs ratios, their customer experience started to decline.
Virtusa worked with the client to implement a configurable cloud-based fault orchestration solution that is vendor agnostic, scalable, and customizable, along with an intuitive user interface which provided a performant yet multi-tenant workflow across all LoBs.
The key business challenges faced by the client include:
- Lack of correlation between faults resulted in high volumes of reactive tickets and extended their resolution time
- People-intensive processes to manage siloes stacks
- Over 14 service management instances running on expensive COTS products incurring huge licensing costs
- Rising operational and maintenance cost via wasted truck loads
Virtusa delivered a fault orchestration solution to improve jeopardy management and build proactive diagnostics capabilities allowing better assigning and tracking of customer problems.
- Delivered an open-source based architecture on cloud to provide configurable business processes, and APIs to support self-service capabilities
- Single user interface for call centers, NOC users, and operations team to support guided resolution
- Unified platforms to deliver proactive root-cause analysis, impact assessment and automated fallout management
The key benefits include:
- 38% reduction in average cycle time and 26% decrease in average fault processing time
- 60% improvement in operational efficiency through reduced truck rolls
- 95% “Right First Time” processes helped enhance customer experience
- £11.6 million savings by replacing their COTS based system with an open source framework, hence eliminating licensing cost