Workflow orchestration tool speeds up customer onboarding

An efficient and transparent workflow is instrumental for a business. Otherwise, tasks can fall through the cracks and ultimately impact customers. Our client, a major network and telecom service provider, needed an improved workflow tool that could deliver automated and real-time insights to their customers. Their legacy systems offered limited integration options with the new technologies and cloud platforms. This led to longer times for product/service customization, experience engineering, and customer onboarding, as well as compliance challenges.

Ascendion implemented a workflow orchestration tool, using Python and microservices-based architecture on AWS. We accelerated time to market and improved managed insights. (Predictive insights help drive case/incident avoidance.) We unified data architecture across the customer experience (CX). Our solution also provided customer access for self-service data, by business function.

With virtual engineer capabilities, the low complexity work was able to be fully automated. Our software product engineering solution enabled automation and incident detection near real-time, that ultimately improved the mean time to repair (MTTR) and service management service level agreements (SLAs).

The results:

• Automated correlation and prioritization, providing actionable alerts with performance insights and fault prediction
• 50% reduction in MTTR
• Real-time ticket creation and enrichment
• Expert-led incident response and remediation
• Faster customer onboarding and resolutions for incidents using product engineering solutions, with reduced human errors Increased visibility (dashboards/views) sorted by line of business, to enrich decisions
• Increased visibility (dashboards/views) sorted by line of business, to enrich decisions
• Prioritization based on business logic and predictive problem management