Telecommunications providers in smaller and mid-sized markets must deliver high-quality digital experiences while managing legacy systems and growing service demands. Manual workflows for online requests slow resolution, create inconsistencies, and increase operational costs. One telecom provider adopted Decisions low-code platform to modernize customer-facing workflows, improve responsiveness, and support scalability for fiber broadband and digital services.
Challenge
Before Decisions, the company faced:
- Manual intake and processing of online service requests.
- Delays in routing, approvals, and communications.
- High call volumes due to limited self-service options.
- Inconsistent handling across departments and systems.
- Lack of visibility into process bottlenecks and performance metrics.
These challenges reduced efficiency, customer satisfaction, and operational scalability.
Solution
Decisions enabled the provider to:
- Automate intake, routing, and resolution of online customer requests.
- Apply rules-driven workflows to ensure consistent service handling.
- Provide customer-facing self-service forms for service changes and requests.
- Deliver dashboards for staff to monitor service volumes, SLAs, and outcomes.
- Integrate workflows with billing, CRM, and network management systems to ensure seamless data flow.