Network outage ticket processing

Some of the key challenges were:

• Due to human dependency, network outage happening several locations was getting delayed reporting to the service provider as a result, the business was suffering.
• High escalation rate due to delay in the process

• Bot read the location where currently network is down from the network monitoring tool.
• Bot logs in to the relevant service providers network, enter necessary details and logs tickets for sites where the network is down.
• The bot generates a report and sends mail to all stakeholders regarding the network outage.
• Frequently, the bot checks the ticket status on the Service Provider portal and creates a report and update to all stakeholders through the mail.

• Ensure business consistency by 24x7 service.
• Degree of robotization: 90% of effort automated.
• Reduction of over-reliance on skilled FTE.
• Maintain a high level of customer satisfaction.
• Effort reduction: 80 - 100%.
• Employees were able to concentrate on higher-value activities.
• Improve efficiency.