As one of the leading British multinational telecommunications, the client wanted to build a next generation diagnostic tool that will serve as a Client Group common capability to be used by customer facing units (CFUs) at the very first of the customer network fault journey. The objective was to implement this fault management system to detect, isolate, and correct malfunctions in their telecommunications lines.

Business Problem

  • Over 250K broadband diagnostics tests occur per week with 50% showing no fault.
  • It took approximately a year to incorporate a change in diagnostic tool due to inflexibility of tools.
  • No service agility owing to the usage of old technology in fault management system

Accolite Solution

We successfully implemented the fault management system for running the diagnostic test across the telecommunication lines. The solution adopted robust processes to define the workflows that can be customized by customer facing units to run diagnostic tests resulting in increased service agility.

  • The next-gen diagnostic tool delivers fault test outcomes & on feeds from the downstream API’s for a better and quick recommendations-based solution to end users.
  • GUI of the platform was revamped.
  • Workflows can be created to run the diagnostic test with increased service agility.
  • Knowledge Based Tool was introduced to improve the quality of diagnostics.
  • Systems developed were now Cloud and DevOps compliant.

Value Delivered

  • Minimizes the efforts of manually visiting the sites and running diagnostics on different circuits.
  • Resulted in ~15% reduction in tests with "no fault" outcome.
  • Team was able to reduce the repeat faults found in diagnostic tests by ~300 per week

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