A leading telecom operator partnered with ALTEN to optimize its Level 2 and 3 technical supports. With redefined processes and 250 engineers, incident resolution became faster and more consistent—cutting processing time by two-thirds.

Challenges

The client, a major telecommunications operator with over 3 million fixed internet subscribers, faced increasing customer dissatisfaction due to long incident resolution times and frequent unresolved technical issues. These inefficiencies not only delayed service restoration but also contributed directly to higher churn rates, as customers were more likely to cancel their contracts when faced with prolonged or repeated disruptions.

The company’s Level 2 and 3 technical supports (responsible for network access and service-related issues such as ADSL, FTTH, IP-TV, and VOD) required a complete organizational and procedural overhaul to ensure faster, more reliable, and more efficient customer service delivery.

Solutions

ALTEN deployed a team of over 250 specialized engineers to design and implement a comprehensive restructuring plan, which included:

• Organizational Redefinition: Reorganization of the Level 2 and 3 support teams to optimize resource allocation and communication flow.
• Process Optimization: Redefinition of internal workflows to reduce redundancies and accelerate ticket resolution time.
• Technical Documentation: Development and implementation of detailed technical instructions and troubleshooting guides to ensure consistency and efficiency across support levels.
• Incident Management: End-to-end resolution of technical incidents for both network access (ADSL, FTTH) and services (IP-TV, VOD, etc.), with enhanced monitoring and performance tracking.

This structured approach allowed the support process to transition from a reactive model to a proactive and data-driven one.

Outcomes

• Processing Efficiency: Ticket processing time was reduced by two-thirds, dramatically improving customer response speed.
• Operational Capacity: More than 45,000 technical incidents are now handled every month with consistent quality and control.
• Escalation Reduction: Fewer than 5% of tickets now require escalation to the operator’s in-house experts, demonstrating improved first-contact resolution.
• Customer Retention: With faster issue resolution and higher service reliability, the client successfully cut its churn rate by half, strengthening customer loyalty and operational performance.