For ISPs, creating a great customer experience is challenging because of the complex orchestration required to manage the customer lifecycle in relation to the network.
Broadband is different than most products because it requires joining a service (such as a 1 Gig speed broadband) with physical products (such as an ONT), network assets (such as nodes and splicers) and a billing account that combines and manages these products and services with the customer’s personal information, payments, account history, service changes, etc. It is inherently complex.
For many providers, this complexity drives swivel-chair activity, with people shuttling the order along the process by entering the completed steps of one system into another to initiate additional required activities. Every swivel-chair moment of manual labor drives inefficiency and increases the opportunity for bad data and a negative customer experience.
Great process design with automation reduces this complexity and obviates the swivel chair. With the ability to support scheduled jobs, queue-based messaging, service registration and discovery, bulk processing, and error tracking with fallout support, great orchestration software produces predictable operations and creates continuity.
This sounds great, but how do companies get there? When done right, an orchestration layer manages the order decomposition properly, communicates activities and states to dependent systems, provides employees with a complete view and status of any order at any time, and helps enforce data integrity throughout the ecosystem.
While fiber customers never see the order orchestration in the back office, they often experience the benefits or drawbacks of how well the back office operates. For companies with a great orchestrator, customers can have a fast and frictionless experience getting or changing their internet service; for companies with poor or manual order orchestration, customers can lament the delays, call-backs, billing errors and high number of interactions with different agents.
If you work at a broadband provider that struggles with your order orchestration, hit the Request a Demo button below and connect with us. Constellation SaaS provides the automated order orchestration needed for that frictionless, unseen delightful customer experience. This manages the complexity so you can grow fast and operate at scale.