Gather service context
Bring the request and its supporting information into a shared case.
TELECOMMUNICATIONS
Connect the request to the work that resolves it.
Coordinate service requests, diagnostics and account changes across operational systems. Give routine actions a workflow and exceptions a clear owner.
THE DIFFERENCE IN PRACTICE
50%Reduction in call volume
4 minAverage resolution time
65%First-contact resolution
Selected results reported by Cention. Customer identities are confidential. Outcomes vary by workflow and implementation.
FROM TRIGGER TO OUTCOME
Go beyond answering.
Get the work done.
01Service diagnostics+
THE WORKFLOW
A request creates a case. Retrieve relevant service information and run connected checks.
WHEN JUDGEMENT IS NEEDED
The checks reveal an issue that needs a specialist. A person continues the work in the same case.
THE OUTCOME
Findings and follow-up work stay attached to the same case.
02Plan and account changes+
THE WORKFLOW
Check the account, apply the relevant rules and coordinate updates.
WHEN JUDGEMENT IS NEEDED
Eligibility or the requested change needs a decision. A person continues the work in the same case.
THE OUTCOME
The outcome is recorded and communicated without losing the context.
03Service activation+
THE WORKFLOW
Collect the required details and coordinate activation steps across systems.
WHEN JUDGEMENT IS NEEDED
A dependency is unavailable or a step cannot complete. A person continues the work in the same case.
THE OUTCOME
Outstanding actions remain visible through to resolution.
CAPABILITIES
A workflow foundation for your operating model.
Coordinate checks
Retrieve relevant information from connected systems and preserve it with the work.
Assign specialist work
Use explicit rules and human review points to coordinate the next action.
Confirm outcome
Record the outcome and keep responsibility visible through completion.
Build around your requirements.
Use a demo to examine your systems, review points and operating requirements before choosing the first workflow.
See how the case keeps work together →FROM COMPLEXITY TO PROGRESS
What would you take off your team’s plate?
Bring one process to your demo. We’ll map the manual steps, show where Cention can do the work and identify where your people add the most value.