Clients

Computer Manufacturers

Sector

Information & Communication Technology

A telecommunications operator, with more than 3 million homes subscribed to its fixed internet offer, has entrusted ALTEN with level 2 and 3 (network access and services) customer technical support for an end-to-end incident ticket process. Long processing times or unresolved technical incidents are factors that may lead the subscriber to terminate their contract, so the Client decided to restructure its level 2 and 3 technical support service to significantly improve the ticket processing time, and reduce its churn rate by half.

More than 250 ALTEN Engineers are involved in the project, of which our main tasks include:

• Redefinition of the organization and internal processes

• Development and implementation of technical instructions

• Resolution of technical incidents for network access (ADSL and FTTH) and services (IP-TV, VOD, etc.)

Currently, more than 45,000 technical incidents are processed from end to end every month, with a processing time significantly reduced by 2/3, and less than 5% of the tickets are escalated to the operator’s experts.