Customer technical support: processing time divided by 3 - ALTEN Group

Customer technical support: processing time divided by 3

A European telecommunications operator, with more than 3 million homes subscribed to its fixed internet offer, has entrusted ALTEN with the level 2 and 3 (network access and services) customer technical support for an end-to-end incident ticket process.

Too long processing times or unresolved technical incidents are factors that may lead the subscriber to terminate their contract.

Our operator customer decided to restructure its level 2 and 3 technical support service in order to significantly improve the ticket processing time, and reduce its churn rate by half.

More than 250 ALTEN consultant engineers are involved in the project, regarding:

  • Redefinition of the organization and internal processes
  • Development and implementation of technical instructions
  • Resolution of technical incidents for network access (ADSL and FTTH) and services (IP-TV, VOD, etc.)

Currently, more than 45,000 technical incidents are processed from end to end every month, with a processing time divided by 3 and less than 5% of the tickets escalated to the operator’s experts.

At the same time, the intervention of our nearshore Delivery Centre located in Fès (Morocco) has enabled the customer to optimize its costs.