Reduce Tickets and Handle Times Using Infrastructure Intelligence

Posted on Thu Aug 31 2023 by Jeff Gavio

What if your customer care team could shorten handle times, or reduce the overall number of calls, emails, and customer touchpoints for outages while providing a better customer experience? World-class communications around outages requires specificity with proactive messages. For global leading telecoms, the current state-of-the-art approach is to proactively message customers affected by outages. These messages are delivered fast, yet contain a general message because most of the time the message is sent before the root cause has been identified.

example of a generic telecom outage notification

The problem is that after a proactive message, 60% of customers still contact the telecom to gather more information. Customers call with simple questions such as what’s causing the outage and when will it be repaired? Intelligent infrastructure delivers better telemetry faster and closes the information gap during an outage. Telecoms gain the ability to pinpoint root causes of outages and proactively deliver specific outage updates to customers within minutes, reducing the number of tickets handled.

Using the current approach, NOC technicians have limited information on hand and often cannot provide an outage cause or estimated time to repair until a truck is dispatched to the site or a closeout code is received. On average, truck rolls take 30 minutes or longer for diagnosis. Closeout codes take as long as 30 days to process. Customers understandably become frustrated when their telecom provider can’t answer what is going wrong and when it will be resolved. Including specificity in proactive messaging is the only way to reduce touchpoints while enhancing the customer experience.

Intelligent infrastructure sits in front of your NOC, diagnosing outage causes and estimated time to repair in minutes. It’s not a crystal ball, but it does deliver information with specificity and speed. Automating the process eliminates the need for a customer call, along with long triage times and redundant tickets. Infrastructure intelligence also provides downstream benefits beyond your NOCs. If your outages are quickly and accurately diagnosed, that information can instantly relay to customer service, or directly to key customers via automated alerts. Measure the impact on customers via a simple touchpoint, such as an email or text follow-up asking how they rate their recent service experience. Key impacts across a telcom include:

  • Fewer tickets coming to the NOC when customers are down, especially during third party outages such as power outages or fiber cuts
  • Shorter handle times and reduced mean time to repair for tickets that are opened
  • Cost savings on field operations, such as unproductive truck rolls or service calls
  • Improved customer satisfaction without the overhead of hiring additional NOC technicians or customer service associates

Invest in automation to improve your organization’s proactive messaging and reduce handle times and ticket volume. By automating outage diagnosis using infrastructure intelligence before human intervention, customer satisfaction increases and a weakness transforms into a strength. Boost your NOC’s efficiency by downloading our NOC Doc cheat sheet for techs, and schedule a demo of Gisual to learn how automation can transform your outage diagnosis capacity.

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