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:

Client Quote

At BMS, we wanted our consultants to focus on the possible, freeing up time lost to reading endless CV’s that could instead be used to really engage with people who are looking for that first step in their sales career. The solution we adopted found the right balance between machine efficiency and human empathy.

– Graham Halewood,
Chief Operations Officer

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