Telecom uses Data Intelligence to Address Incident Resolution Bottleneck

Situation

For a large telecommunications company, incident resolution was taking too long, resulting in $1M+ annual SLA penalties. The company was unable to identify where the lag in response was occurring using traditional business intelligence reporting and metrics. 

Approach

Process Mining modules mapped work through a variety of systems which identified the issue: on a regular basis, multiple tickets were bouncing between two service desks an excessive number of times.

Results

By pinpointing the bottlenecks, a simple retraining of the service desk level 1 team allowed the company to save invaluable time for their client and money for their organization.

  • $1M in annual savings through the eliminated SLA penalties
  • Increased throughput by 20%