NetCracker Customer Impact Analysis
When network problems occur, service providers frequently do not know the impact on individual customers because the relationship between the customer, their services, and the network resources is unclear. As a result, service providers are often unable to manage affected customers proactively, and this causes customer dissatisfaction, poor service ratings, and customer churn.
The NetCracker Customer Impact Analysis module allows companies to sort rapidly through hundreds of trouble tickets and alarms, identify the root cause, and then determine the services and customers impacted.
The Customer Impact Analysis module includes the following components:
- Events Repository: Serves as a single storage unit for multiple event types
- Correlation Engine: Associates root causes with affected services and customers
- Trouble Ticket Repository: Stores detailed trouble ticket information
- Advanced Graphical User Interface: Displays all information relating to network outages and affected services and customers
Key benefits include:
- Auto-correlation of event, alarm information, and trouble ticket with impacted customer services
- Improved customer experience through proactive customer notifications about planned network maintenance events
- Proactive SLA management
“NetCracker’s solution lets us know which customers are impacted by network failures and proactively manage their Service Level Agreements. NetCracker’s ability to provide end-to-end correlation between customers, their services, and the network elements they use allows us to offer high quality, SLA-based services to our business customers.”
