Sector: Telco | Year: 2019
Spindox supported Skylogic, a Turin-based company specialized in digital satellite solutions, in the restructuring of the Service Operation Model and in the reorganization of the internal control system. The integration of Operations Management and new technologies are at the basis of a successful business.
Spindox supported Skylogic, a Turin-based company specialized in digital satellite solutions, in the restructuring of the Service Operation Model and in the reorganization of the internal control system. The integration of Operations Management and new technologies are at the basis of a successful business.
To improve the effectiveness of Skylogic’s Service Operation Model, Spindox has created a real-time and post-work monitoring system capable of measuring the efficiency of the Assurance group.
Solution
First of all, SLAs (Service Level Agreements) were identified for customers and KPIs aimed at the team.
Spindox has provided Skylogic with a series of tools including an intelligent dashboard, which allows you to monitor the activities and understand how the Assurance group responds to the requests associated with the KPIs assigned to it and how the team’s performance can satisfy the SLAs of the services provided to the customer.
The tools provided allow you to carry out advanced predictive analysis, speed up processes thanks to the intelligent triage reporting and to share reports for performance evaluation.
The Service Operation model is divided into seven thematic areas: 1. Service Operation; 2. Change Management; 3. Problem Management; 4. Competence Management; 5. Internal Audit; 6. Effort; 7. Technical Documentation Management.
Each area contains a Tableau workbook that analyzes and compares the data examined, for a selected period and according to the set filters. For example, as regards the Service Operation area, user can monitor customer reports (Customer Incidents), infrastructure problems (Platform Incidents) in real time, manage notifications and monitor service availability.
Benefit
Many companies believe that they get the most out of their business, but in reality they do not always obtain what they might actually have.
They want to be more agile, smarter and more efficient. They want to offer great experiences to customers.
To fully express the potential and compete in a digital world, it is essential to reinvent the Service Operation Model, exploiting new technologies and improving the quality and transparency of the service.
An increasingly complex panorama of methodologies and regulations, requires more digitized, measurable and customer centric processes.
With predictive analysis, in real time and post-operative with assessment of the work groups, we have improved the company Risk Management Process.
Real time tools trigger alarms that allow user to improve response time and play in advance, before losing the SLA or KPI associated with a certain service. In this way we can prevent customer or network accidents and consequently improve the level of customer satisfaction and the quality of service.
