Posts on Automation

Find out where you can streamline business processes and improve technical efficiencies.

Enhancing Customer Care Part 4: Optimize Experiences with Accurate and Transparent Billing and Payment

In the previous instalment of the series on Enhancing Customer Care, we covered the Use section of the customer experience lifecycle. This is where operators must proactively ensure that their customers are receiving the services they have paid for, while also deploying the best infrastructure available to meet geographic needs and keep a high level of service quality. Continue Reading

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Support Plug-and-Play with On-Boot Firmware Updates

Have you ever purchased a new electronic device, taken it home, excitedly unwrapped it and switched it on, only to discover that something is wrong and you need to phone customer support?

This scenario is all-too-common in the broadband services industry, and unfortunately, it’s usually the service provider who takes the blame. New customers will often purchase gateways from third parties or redistributors without knowing that the device’s firmware is out of date. When the customer attempts to connect this device to their network, they’re quickly blocked by an error message (or sometimes no message at all) due to expired or unsupported firmware. Continue Reading

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Enhancing Customer Care, Part 2: Customer Service and Retention

In last week’s blog, I covered the customer lifecycle, which includes two essential categories: Customer Service and Retention.

According to research with Tier 1 partners, we discovered several themes that fall under the categories of Customer Service and Retention, such as agent handling practices, issue resolution times, and retention efforts. The work an operator conducts to optimize these essential components of the services lifecycle are directly related to quarterly churn rates. Continue Reading

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Enhancing Customer Care, Part 1: The Customer Lifecycle

Customer care is an extremely complex challenge. From a Network Engineering perspective, it is a purely mechanical challenge. From a Sales and Marketing perspective, it’s a correlation between perceived and delivered value. From the Customer Service Representative (CSR) perspective, it’s emotional alignment and affability with a customer.

With all these complex perceptions of customer care, how do we truly enhance customer care practices? Continue Reading

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Service Order Management — Part 6: Automation

We’ve covered a number processes throughout the Incognito Order Management Series, including:

As we’ve learned in the previous five articles of this series, the order management process involves multiple complex tasks. The diagram below shows that there is a lot to be considered. If the entire process is completed using an automated solution, it will make the end-to-end order management a lot simpler. Continue Reading

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Service Order Management — Part 4: Installation and Activation Validation

In the first three articles of the Service Order Management Series, we’ve completed a number of steps along the process, including:

Next, we need to install equipment and validate the activation of services. Continue Reading

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Incognito’s Ronan Bracken Helps Win the Prize at TM Forum’s {Open}:Hack Hackathon

Incognito OSS Product Manager, Ronan Bracken, dusted off his coding skills and participated in the TMForum {Open}:Hack hackathon using the TMForum Open APIs. Joining a team of four other ‘hackers’ Ronan helped create a zero-touch provisioning solution to save city water. The solution used trouble tickets, service activation (5G slices), the Internet of Things (IoT), revenue management, and drone control APIs. Continue Reading

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