Order Quality Management Tool

INTRODUCTION

Our client is a premier provider of global telecommunication services across the globe, providing data, voice, internet, content and media delivery services to different enterprises in a cost-effective way, in addition to delivering high-bandwidth access and the highest network experience and quality to the customers.

ANALYTIC CHALLENGES

• Risk analytics – How to bucket the orders as low risk, medium risk, and high risk based on the task SLA? How to arrive at risk-aware decisions for better outcomes?
• Revenue analysis – How to prioritize the orders in terms of revenue acceleration? What is the
  revenue that we are still pending with?
• Root cause analysis – What is the reason for the order to get stuck in between the gates? Which team is responsible for the order to halt? Where is the order currently pending?

BUSINESS CHALLENGES

Our client needed an order visibility tool to track, view, predict and maintain orders to implement a single integrated application system that can be utilized to serve the purpose by reducing the end-to-end cycle time as well as increasing their revenue. Our client realized that the lack of a real-time prediction of their customer’s undertaken orders and their core depository platform was hindering their efficiency.

GeakMinds collaborated with our client, one of the fortune 300 global telecommunication services, to build an analytical tool for order quality management that displays an overall multi-dimensional view of analytic charts through risk and predictive analytics.

The entire application was automated by developing built-in logic and provided milestone view solutions that predict the task SLA and the approximate timeline for the order to complete based on the configuration of our client’s organization.

OUR SOLUTION

• An analytical tool for order quality management was developed providing end to end visibility to
  Customer Care Managers and task performers of customer order progress between various teams
  and process workflow applications.
• A single integrated solution of multi-database systems to view, track, and send email alerts of the order details was achieved.
• Dashboard charts that give an overall view of complete, inflight orders with Risk and Predictive Analytics were developed.
• Displayed product-based, performer-based, functional group-based orders in the dashboard.
• Displayed a multi-dimensional view of charts, to provide in detail, the orders in the specific
  classification.