The Challenge

Typically, resolving a support ticket can take 24-72 hours, with agents managing 20-30 cases daily. A large Service Provider needed to understand their support ticket patterns to improve efficiency and reduce resolution times.

Solution

Phonism partnered with a large Service Provider and conducted an in-depth analysis of their device support tickets. Over six months, approximately 200,000 tickets were meticulously reviewed to uncover actionable insights and identify opportunities for self-service solutions.

Architecture & Services

• Analysis of approximately 200,000 tickets over six months
• Categorization into three primary areas:
  • 60,000 Call Forwarding and Advanced Call Handling
  • 39,000 Phone Registration Issues
  • 14,000 Move-Add-Change-Delete Requests

Business Impact

The study revealed that 95% of these tickets could potentially be addressed by customers themselves using Phonism's advanced device management platform. This finding underscores the opportunity to:

• Avoid support incidents altogether by empowering customers with effective self-service tools
• Reduce ticket volumes significantly
• Accelerate resolution times
• Free up valuable resources
• Enhance customer satisfaction

By enabling customers to resolve issues independently, service providers can transform their device support strategies and achieve substantial operational improvements.