Business Profile:

Consolidated chose the Resolve Run Book Automation solution, Resolve RBA, to provide an interface for their IPTV customer service representatives to correct problems and/or provide answers to customers within the first phone call.  Resolve was  integrated to numerous backend systems and tools to leverage the existing environment, tools, and processes.

Today this customer has defined all Level 1 operations procedures within the Resolve document repository.  Hundreds of automations have been embedded into the procedure documents organically as the organization strives to continuously improve service quality and operating efficiencies.  The immediate benefits of the first project include:

• Project payback was 6.5 months (hard dollar savings only).
• Resolve replaced homegrown tool which freed up Level 2 and 3 Engineering personnel for higher value projects.  This was not calculated in the ROI.
• Time reduction of 83% to create new documentation using Resolve.
• First call resolution has been improved.
• Outsourced call center personnel headcount has not been increased despite their handling more CCI products . 
• Truck rolls to customer locations have been reduced by at least 10% since deployment of Resolve.

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