Overview

Spark is a public limited global telco and the largest operator in New Zealand. The organization had a complex IT system landscape due to organic evolution and M&A activities over a period of time.

Opportunity

Hybrid Fiber Complex (HFC) order fallout support and activation fallouts were a major issue for the organization. There were 4,000+ monthly fallout support requirements and 48,000 monthly activations.

Solution

Two AssistEdge robots were deployed:

  • One handling HFC fallout support queues – aggregation loopback failure, test, and diagnostic errors
  • The other robot for handling activation fallouts during provisioning (civil work needed, end-user not at home) based on pre-defined rules
  • Automated ticket closure was achieved for resolved incidents including report generation

Outcome

99% clearance of HFC support fallouts. 24/7 activation support

14% activation fallouts handled successfully by the robot

Significant cost savings for the business apart from an increase in revenue

Know more about AssistEdge

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