When faced with a service outage, an organisation supporting a critical network infrastructure often failed to meet targeted SLAs covering incident notification times and service restoration. Manual processes were used to both allocate the resources to attend to an incident and to notify impacted customers. Service Centre operatives were also required to make a series of ‘kick-off’ calls to notify several hundred customers.
Boomerang has helped to join together a number of siloed processes by enabling real-time automation of communications during a service outage. Boomerang interfaces with the organisation’s monitoring software and creates automated SMS and email alerts when a ‘problem’ or ‘critical outage’ notification is generated by the software. The content of this notification is used to determine the on-call engineers that receive the alert, the communications channels used to reach them and the content of the alert itself. Furthermore, customers that may be affected by the issue also receive an alert to advise them.
Intelligent Messaging enables real-time updates to be distributed to relevant stakeholders using inbound replies from the engineer. An engineer submits the first reply to confirm availability to attend to the incident, and a further reply when the required work is completed. These replies trigger further automated alerts to both internal stakeholders and customers to keep them informed of progress. In the event, that an on-call engineer fails to respond to the first alert with the designated timeframe, communications are automatically escalated to a team of stand-by engineers.
Minimise downtime by automating the allocation of resources to fix outages
Eliminate the cost of SLA penalties by automating the customer notification process
Improve service KPIs
Improve customer satisfaction
Telephone / broadband networks