AUTOMATE ORDER FALLOUT RESOLUTION USING SELF-HEALING FRAMEWORK TO ACCELERATE RESOLUTION TIME BY 98%

Most Digital Service Providers (DSPs) face a common challenge of meeting due dates for their customer orders. The instability and delay in order fulfillment are increasing with the introduction of complex convergent services, which require bundling of different product offers. These complexities get further compounded with,

• Increasing mergers and acquisitions in the DSP industry
• More connected devices due to enhancement in IoT and 5G technologies
• Increasing demand to offer highly customized and multifaceted orders

Any delay in order handling due to fallouts can lead to significant customer churn and revenue loss. Hence, a swift resolution of fallouts is a prime necessity. This article details how DSPs can create a “self-healing framework” for faster resolution of order fallouts in their order-to-billing journey. It further deep dives into core elements of the framework, highlighting key recommendations to effectively build it.

Creating a “self-healing framework” to resolve order fallouts can help DSPs reap major business benefits

For any order fallout in the order handling journey, the user first logs the issue in the ticketing tool. These tickets get piled up in the backlog and then picked up by the operations team to find the root cause and provide a relevant fix. Such traditional approach to ticket resolution involves a series of complex manual processes, which requires significant time and resources to fix it. These fallouts, if not resolved quickly, has cascading business such as:

• Constant high backlogs leading to delayed ticket resolution and lengthier cycle time per ticket
• Delay in customer provisioning because of data integrity or process issues
• Overhead during the month-end billing cycle and increased escalations

This mandates DSPs to look for smarter ways to quickly resolve such fallout issues. Building an automated approach to resolve fallouts can help DSPs to improve order-to-activate timelines and reap major business benefits.