Realworld implements technical troubleshooting automation solution within Orange Romania, reducing team effort by 80%

• The time allocated for verifying the technical troubleshooting requests of Orange Romania customers was reduced by the equivalent of 241 days per year of manual processing.

Bucharest, May 9th 2022

Realworld Eastern Europe has implemented an automated technical troubleshooting solution within Orange Romania, for its fixed internet and television services. As a result, the time allocated for dealing with customer technical support requests reached 80% of its efficiency. After a thorough analysis of existing work processes and the required application integrations, the automation implementation strategy was balanced to achieve maximum scalability and reliability. As a result of this effort, there has been a reduction in team effort equivalent to 241 days per year of manual troubleshooting.

The discovery stage involved the evaluation of the existing processes in collaboration with the internal team of Orange Romania’s Service Management Centre (SMC), as well as the necessary integrations for the automation of digital operations. Existing work processes involved initial manual troubleshooting of customer complaints tickets by Level 1 Support, including the identification of the type of issues and possible solutions, followed by the possible submission of the request to engineers in the technical department. In this context, we identified activities with medium complexity and high priority, and eliminated unnecessary steps so that SMC engineers could spend time on more complex tasks.

During the implementation phase, the efficient coordination of interactions between internal and external teams – as well as between multiple systems – was essential to ensure a reliable automation solution for the diagnosis and thorough troubleshooting of Level 1 complaint tickets. The technical solution chosen is Cortex IA, a solution for Intelligent Automation and Process Orchestration. The Cortex IA solution has been integrated by the Realworld Eastern Europe team with all the necessary systems and interfaces, such as ticketing, Network Management, and CRM.

“The Realworld Eastern Europe team has successfully implemented an Automation solution that has ticked all the boxes of efficiency and reduction of repetitive tasks in the team. During the collaboration, the project team was noted for its proactive, results-oriented attitude and for its detailed understanding of our needs, but especially for proposing a solution that benefits businesses as a whole, and in particular for our customers and technical support colleagues,” said Florin Radu-Stefanescu, Head of Service Quality & Efficiency Management.

The automation rate of 99.9% led to an 80% reduction in the time required to resolve tickets at the first level, with greater consistency and accuracy. In addition, the technical department (SMC) was relieved of tasks with reduced complexity, having the necessary time to focus on activities with a higher added value.

“The collaboration with Orange Romania demonstrates that Intelligent Automation, supported by teams engaged in efficient communication, is the optimal solution for the sustainable digital evolution of businesses”, concluded Cătălin Dogaru – Automation Lead, Realworld Eastern Europe.

The Realworld Eastern Europe team that coordinated this project for Orange Romania included Cristina Diaconu – Automation Engineer, Șeila Abdulamit – Business Analyst and Adrian Olteanu – Sales Lead.