AeronauticsCustomer technical support processing time divided by 3
A European telecommunications operator with more than 3 million households subscribing to its fixed Internet service entrusted ALTEN with level 2 and 3 customer technical support (network access and services) for end-to-end incident ticket processing.
Long processing times or unresolved technical incidents are factors that can lead subscribers to cancel their contracts.
Our operator customer decided to restructure its level 2 and 3 technical support service in order to significantly improve ticket processing time and halve its churn rate.
More than 250 ALTEN consulting engineers are involved in the project, in :
- Redefining the organisation and internal processes
- Drawing up and implementing technical instructions
- Resolving technical incidents for network access (ADSL and FTTH) and services (IP-TV, VOD, etc.)
Today, more than 45,000 technical incidents are handled from start to finish every month, with processing time cut by a factor of 3 and less than 5% of tickets escalated to the operator’s experts.
At the same time, the involvement of our support centre in Morocco enabled the customer to optimise its costs.