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Article Excerpt
Many of the world's largest telecommunications service providers rely on CommWorks Corporation, a 3Com company, to build their Internet protocol (IP)-based multiservice networks. Providing responsive, reliable, and secure customer support across continents, languages, and time zones was a growing challenge, but one CommWorks needed to meet in order to exceed its strategic goal of differentiation through superior, personalized customer support.
CommWorks customers demand a high level of customer support and are accustomed to sophisticated technology integration. The company's success in penetrating this elite group of service providers--as well as a host of other service provider customers--placed ever-increasing demands on its customer support organization, which relied on many complex, manual and custom processes to provide the real-time, proactive communications needed.
When detecting a network problem, a CommWorks customer typically opened a trouble ticket either by calling a customer support engineer or via a secure extranet. A service engineer troubleshot the problem by collecting pertinent data and consulting with internal resources and customer support personnel. E-mail or phone updates were required for customers, sales and field service personnel, and CommWorks management, and updates were posted to the extranet. Depending on the severity of the network problem, such manually generated updates could consume a significant amount of the engineer's time.
Recognizing the potential of XML for information exchange in customer support and customer relationship management, CommWorks recently integrated Sarvega XPE Switches into its network to create a real-time informationaware network that can intelligently, securely, and reliably route critical customer and field service information to the right people.
Efficiency and Accuracy Through Automation
It was clear that manual processes...
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