Improving Customer Experience through an FMS
Challenge and context
Cablevisión has 11 million customers spread out over various countries. With its large-scale operation, the company needed to improve its incident resolution processes to identify the most urgent issues.
The company had two key objectives: Reduce costs: achieved resource optimization by avoiding unnecessary crew costs. Improve Customer service: created a robust and flexible architecture.
Through business rules, Cablevisión became more efficient and accurate in the detection of network breakdowns and reduced resolution times.
Solution
We designed a solid solution that involved the development of an information architecture and its subsequent implementation, resulting in an improvement in customer service without impacting on high costs for the company.
Tech stack
How we implemented it
Definition of the Conceptual and Technical Architecture for a Fault Management System.
Implementation of a Technological Solution on Red Hat Fuse, BRMS, Kafka, Neo4j, MongoDB and Continuous Delivery with Jenkins.
Definition of the Conceptual and Technical Architecture for a Fault Management System.
Implementation of a Technological Solution on Red Hat Fuse, BRMS, Kafka, Neo4j, MongoDB and Continuous Delivery with Jenkins.
It was a tremendous challenge, the kind that we are most passionate about taking on at Ingenia. We designed and built a solution that made it possible to process peaks of 10,000 events per second.
Software Architect