Erwin De Ley
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This session will present the use cases and the solution architecture for customer support process automation, as implemented at a large telecom operator in Belgium.
The combination of a huge customer base with rapidly evolving services and technologies leads to complex processes for customer support and problem resolution. So it is important that support processes and decisions are well-managed, and that expert knowledge can be made available to the whole customer support community. It is also important to be able to quickly activate support skills for new product introductions, and to discover and resolve support issues quickly and efficiently. During the last 5 years the usage of this solution has expanded to different support units : customer repair operators, field technicians, customer self-support, general administrative and commercial customer support. We will present the main support processes and their implementation across these support domains. An open software platform for customer support process automation is an important element in a software architecture for customer support improvement. Within the larger context of a complete solution platform, we will discuss the following elements in more detail : • applying process- and rules-based solutions for customer support decisions and actions • integrating disparate support processes and tools in one integrated chain : approach, risks and benefits • how to support a support automation platform? • lessons learned |
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