Operations Efficiency Monitoring

Operations Efficiency Monitoring

Operations Efficiency Monitoring
Enlarge

In a technically challenging environment, service providers are accustomed to focus on network measurements and service quality levels rather than on operational efficiency and its affect on repair times and service restoration. However, recent business transformations sparked service providers to divert their focus; operating expenses are increasing and have become a major concern, but at the same time, operations and support centers are identified as having a growing impact on overall customer satisfaction and retention ratios. Along with technological indications, service factors such as responsiveness, reliability and accountability are becoming essential indicators in the overall service level assessment.

 

  • The challenges

    Efficiency levels of service providers’ operational environments depend on the effectiveness of procedures, leverage of staff experience and the implementation of industry standards. Nevertheless, even a highly skilled staff will not be able optimize efficiency levels without the appropriate automated, analytical tools in place.

    The operations efficiency monitoring solution provides an insight into the effectiveness of operational activities and processes including:

    • Monitoring operational aspects of product offerings and services (such as level of service disruption, responsiveness and resolution procedures).
    • Linking service level objectives from customer management systems, service disruption and outage analysis in operations systems.
    • Instituting and enforcing operations efficiency benchmarks.
    • Consolidating trouble ticketing systems and distributing information throughout the organizations’ departments which are involved in fault resolution cycles.
    • Providing operational automation tools and knowledge preserving capabilities to support service portfolios and customer-base growth with a permanent operational staff.
       

  • What we provide

    The Netrac Operational Efficiency solution benefits service providers by:

    • Combining technological, operational and business-driven indicators to establish a comprehensive service assurance view and assessment of the customers’ experience.
    • Highlighting inefficiencies in the fault resolution cycle to prevent repeated failures and improve MTTR, MTBF and failure-rate benchmarking.
    • Providing NOC automation tools to authorize the NOC staff with control and management of the growing network infrastructure and service portfolio.
    • Enabling collaboration among the NOC, Service Operations, and Customer Support; this impacts effectiveness across the organization.
    • Enforcing Service Level Objectives with partners and customers.
    • Maximizing the value of existing performance management software by focusing on business-driven metrics.
       
White Paper Solving operational efficiency blindness in Service Quality Monitoring

Related Products