Case Study
Proactive self-healing of heterogeneous CPEs for a European Telco across multiple countries
OEMs
Remote actions
EU countries
Background
Client required a standardized platform that could be rapidly deployed and scaled to deliver uniform and resilient operational processes across multiple countries, while also adhering to the company's long-term sustainability goals
Challenge
As the telco ventured into new geographies, the major challenge was to ensure smooth operations - effectively addressing integration complexities including data management, customer experience, and infrastructure monitoring
- Disconnected monitoring solutions across multiple country deployments
- Conformance to data privacy regulations
- Complex data analytics of data originated from CPEs from different OEMs
- Poor efficiency and high operational costs
Solution
Tata Elxsi’s iCX solution is a secure, scalable, and distributed platform for enhancing customer experience and improving operational efficiency. It is developed using the latest device management standards and deep learning algorithms to automate, monitor & manage CPEs (STBs and Gateways) at speed and scale.
Key Features of the Solution:
Unified Solution: Eliminate the need for multiple, disconnected monitoring systems. iCX offers a comprehensive platform, reducing complexity and streamlining workflows.
Actionable Insights: Leveraged advanced analytics to extract valuable insights from telemetry data to empowers teams across operations and customer care
Proactive Problem Solving: iCX's proactive approach identifies potential issues before they disrupt viewers. Self-healing mechanisms can even automatically resolve problems, minimizing downtime and frustration.
Impact
The iCX solution by Tata Elxsi transformed operational efficiency and user experience for the customer. iCX (Multi-tenant & GDPR Compliant) deployed for a Leading European Operator helped them in achieving the below highlights.
- Reduced complexity achieved by the central platform: Eliminated complexity by offering a central platform that manages a massive network of 1.7 million CPEs across eight European countries, eliminating the need for disparate systems and simplifying operations for a diverse vendor landscape with devices from five different OEMs.
- Self-healing and remote actions: Around 2.65 M remote actions including self-healing operations performed by iCX, proactively addressed potential issues before they disrupted the viewing experience.
- Increased Efficiency and Reduced Costs: Increased Efficiency and Reduced Costs: Achieved a significant reduction in truck rolls. Approximately 10% of the total remote actions contributed to this, translates to substantial cost savings in field operations.
- Enhanced Customer Experience:
Approximately 20% of the total remote actions facilitated remote resolutions and improved average handle time (AHT) and first-contact resolutions (FCR)
- Boosted Customer Loyalty: Net Promoter Score (NPS) increased by 10%, indicating a significant improvement in customer perception and loyalty.
Services rendered
Tata Elxsi
- Consulting & System Integration
- Integration of Tata Elxsi Over the Air (OTA) update & Remote management solution(iCX)
- Integration and testing with operator backend
- Post-deployment maintenance and upgrades