ISP Customer Provisioning

The Problem

Complex customer provisioning required coordination between multiple partners for network connections. Provisioning complexity and real-world complications resulted in customer service being involved too much.

Provisioning a customer would require hardware to be sent out, the lines to be installed on site, and for Telco services at the wholesaler to be provisioned. In addition there may be phone numbers to port from standard copper to digital phones.

Each of these had potential failures which would result in a customer not getting a working service. In addition if the customer filled out the order incorrectly it was possible for services to fail. It was a complex business process which needed adaptive orchestration.

What We Delivered

We deployed our business process orchestration engine to manage the entire onboarding process, including customer communication.

Because the platform is a generic orchestration engine rather than a purpose-built system, process changes can be made through a web interface, no software deployment needed. Changes take effect immediately, including on orders already in progress.

When an order hits a problem, it can be rectified and continue. If a customer's email address is wrong, for example, customer services can correct it and resend notifications without restarting the order.

• Automated orchestration of service provisioning
• Integration with partner systems for Fibre installation
• Integration with hardware providers
• Billing system integration
• Kanban board implementation for process tracking

The Result

The business could now make policy changes that were reflected in provisioning without delay. Orders that hit exceptions no longer had to be pulled out of automation and handled manually — they could be fixed and continue as if nothing happened.

This reduced the workload on customer services, meaning the company could handle more orders at less cost.