Intelligent Dispatching Tool

Technology

Intelligent Dispatching Tool - R1

01 Dec, 2023

Tech

Business Solutions

Automation

Market

Germany & VOIS

SERVICE LINE

Technology VOIS

IMPLEMENTATION PERIOD

2023

KEYWORDS

Business Solutions, Incident Management, Operations Customer Support, Automated Tickets Dispatching, Incident Dispatching tool.

SPIRIT BEHAVIOURS

Create the Future; Get it Done Together; Experiment and learn fast.

Our Incident Management teams partnered with Vodafone Germany and built a database-to-database connection as a web-based application for fast, automated dispatching techniques, eliminating manual operations where there were delays.
Our Intelligent Dispatching (DB) tool is connected to remedy any issues through Amazon Web Services (AWS) data migration services to get all relevant tickets and then pass those tickets to our logic and dispatching algorithm. The output goes to our robotics farm, which term access remedy, and assigns each ticket to a specific member. The inspiration behind this solution was to simplify, facilitate, and transform the way of work for our incident management DE Teams in the operations customer support.

Challenges and Solutions

Challenges

High latency towards incident ownership, lack of quality criteria mapped to team skillset, low adoption to customers’ support requests, human dispatching faults, and lack of positive response to daily operational changes.

Solutions

We built an intelligent web-based Tool to drive automated dispatching techniques faster. We provided end-to-end automation of ticket dispatching service, quality-of-service integration through mapping incidents for best-fit competent members, user-friendly applications, monitoring, and governance dashboards. It is a 24/7 automated process with a monitoring dashboard and reactive process notifications.

Value and Impact

5000+

Dispatched 5000+ Incident tickets per month.

Saved time of one full-time employee.

Distributed tickets faster.

80%

Accelerated average handling time and first-time resolution (FTR) up to 80%.

Accelerated customer communication.

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