Cutting Incident Resolution Time in Half: How Process Intelligence Transformed Ticket Management

In the telecommunications industry, network incident resolution directly impacts customer satisfaction and retention. A major European telco provider faced a critical challenge: only 55% of network failures were resolved within 20 days, creating mounting customer frustration and operational bottlenecks. Partnering with OntraaK, the organization embarked on a transformative initiative combining process mining and robotic process automation to fundamentally reimagine incident management.  

Context and Objectives

As a leading telecommunications operator serving millions of customers across multiple markets, the organization managed thousands of network incident tickets daily. These incidents, ranging from connectivity issues to service disruptions, required coordination among multiple internal teams and external stakeholders, creating inherent process complexity.

The starting point was complicated: nearly half of all incidents exceeded the 20-day resolution threshold, directly impacting customer experience and generating significant operational overhead. More fundamentally, the organization lacked comprehensive visibility into why delays occurred and where interventions would deliver the greatest impact.

The incident resolution process presented several compounding challenges:

1. It required interaction with various external parties, including third-party maintenance providers and infrastructure partners, introducing dependencies beyond direct organizational control.  
2. It exhibited high variability in task sequences, with different incident types following dramatically different resolution paths.  
3. It included significant disparities across French Operations Management units, where local practices had evolved independently, creating inconsistency in both execution quality and outcomes.

Recognizing that this high-stakes process demanded data-driven transformation, the organization engaged OntraaK to achieve three critical objectives: improve resolution times, reduce the backlog of unresolved tickets, and establish sustainable process improvement capabilities grounded in objective analysis rather than subjective assessment.

Principal Actions and Methodology

OntraaK structured the engagement around a systematic methodology combining process intelligence with targeted automation, ensuring that transformation efforts addressed root causes rather than symptoms. The approach unfolded through four integrated phases.

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Phase 1: Acculturation and Methodology Transfer

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OntraaK began by introducing the organization's teams to process mining methodology and Lean Six Sigma principles. This acculturation phase proved critical, establishing a shared analytical framework and building internal capability for data-driven process improvement. Rather than positioning OntraaK as the sole source of expertise, this approach emphasized collaborative problem-solving and knowledge transfer.

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Phase 2: Process Modeling and Data Integration

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The OntraaK team collaborated with operational stakeholders to model the theoretical incident resolution process, capturing the intended workflow across different incident types and organizational units. This theoretical model provided the foundation for subsequent analysis, establishing the baseline against which actual performance would be measured.

OntraaK then configured and populated the UiPath Process Mining platform, integrating data from multiple source systems to create a comprehensive view of actual incident flows. This integration revealed the reality of process execution, including the substantial deviations from theoretical design that drove performance gaps.

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Phase 3: Exploration and Opportunity Identification

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With robust process visibility established, OntraaK developed customized dashboards enabling deep exploration of incident resolution patterns. These analytical tools revealed bottlenecks, exception patterns, and root causes invisible in traditional reporting systems, for example:

• systematic desynchronization issues where tickets remained dormant due to missing handoffs or incomplete information exchanges.

• specific scenarios where manual interventions created delays and introduced human errors that cascaded through subsequent process steps.

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Phase 4: Solution Development and Automation

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OntraaK designed and implemented two intelligent automation solutions addressing the most significant pain points identified through process mining analysis.

• A proactive ticket reactivation bot: automatically monitors dormant tickets and triggers operator notifications to reinitialize the 15-day resolution window before tickets breach service level agreements. This bot eliminated a previously manual monitoring task while dramatically reducing the risk of SLA violations.

• An experts detention bot: intelligently detects when specific conditions are met for expert intervention, automatically scheduling specialist appointments without manual triage. This eliminated delays caused by manual assessment and ensured that complex issues received appropriate expertise promptly.

Results Achieved

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The transformation delivered substantial operational improvements while establishing sustainable capabilities for ongoing process evolution:

• Most significantly, OntraaK's intervention achieved a 50% reduction in incident resolution times. This dramatic improvement resulted from the combined impact of enhanced process transparency, elimination of desynchronization issues, and intelligent automation of critical process steps. The reduction in resolution time directly translated to improved customer satisfaction and reduced operational costs.

• The process mining dashboards transformed operational management, providing unprecedented visibility into incident flows and enabling proactive identification of emerging issues. Key performance indicators became actionable rather than merely reportable, allowing management to intervene before problems escalated.

• The two UiPath automation bots not only accelerated processing but also improved reliability. By eliminating manual monitoring and triage tasks, the organization reduced human error while freeing staff to focus on complex problem-solving requiring genuine expertise.

Strategic Lessons

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The telco provider's collaboration with OntraaK offers valuable insights for organizations pursuing operational transformation in complex, multi-stakeholder environments.

Process transparency precedes optimization: Without comprehensive visibility into actual process execution, improvement efforts inevitably target symptoms rather than root causes. OntraaK's systematic approach to process mining established the objective foundation necessary for impactful intervention.

Automation complements intelligence: The most effective automation addresses specific inefficiencies identified through rigorous analysis. OntraaK's combination of process mining and RPA ensured that automation efforts focused on high-impact opportunities rather than merely digitizing existing inefficiencies.

As telecommunications providers face intensifying competition and rising customer expectations, this engagement demonstrates a proven approach: leverage process intelligence to understand operational reality, identify the highest-impact improvement opportunities, and deploy targeted solutions that deliver measurable business outcomes. OntraaK's methodology combining analytical rigor with pragmatic automation proved instrumental in transforming incident resolution from operational liability to competitive differentiator.

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