Service Reporting
Automated, multi-tenanted reporting portals for your resellers and corporate customers.
“The noblest pleasure is the joy of understanding”Leonardo da Vinci, 16th-century polymath
The problem at a glance
How can you deliver service reporting efficiently and use it to get more sales and growth?
The Profile
Telecom companies that forge flawless customer service channels and deliver outstanding quality of service stay well ahead of their competition. Personalised customer service now matters as much as a glitch-free network. The modern customer’s world is instantaneous, well-connected and extremely convenient, which makes exceptional service reporting a necessity.
Contemporary telecommunications companies deliver voice, broadband and data services over wireless and wired infrastructure: networks, computers, cables and satellites. The internet, orbiting satellites, fibre optics and much associated electronics are deployed to provide seamless communication channels.
Subscription-based services bring a new set of challenges. When a customer subscribes to a product, the telco captures the order in its CRM system and fulfils the product via its order management system. This is ideally automated, but sometimes requires physical deployment of equipment. Telcos typically use a series of internally developed manual processes and tools to give the customer access to their service reporting. This is not only costly, but also prone to human error and demands ongoing support.
The Challenge
Service reporting is an expensive enterprise; it requires telecom companies to invest in exorbitant reporting tools that are also costly to implement and maintain.
It is a manual process: the telco has to provision the reporting portal for the customer, create customer user accounts, and map services to network resources and services to products. That increases the possibility of errors as data is re-entered and updated continuously.
Reporting tools are limited in functionality because they do not give the end customer self-service reporting, which leads to extra support costs. They are not inherently multi-tenanted either, incurring more expense, and even when multi-tenancy is bolted on it ends up inflexible. Furthermore, traditional service reporting is time-consuming, pouring crucial time, talent and resources down the drain.
The Solution
Site Lantern’s groundbreaking service reporting builds on your existing reporting capabilities by integrating with your network management tools and your service management tools such as ServiceNow. We provide a multi-tier application that runs on its own infrastructure, enabling multiple people or teams to develop it without affecting the other tiers.
Our reporting service presents the front-end web server to users in a DMZ. This separates the application from the database elements, providing a user-friendly interface while protecting crucial data from untrusted networks.
Our services integrate with LDAP (Lightweight Directory Access Protocol) for user authentication and authorisation, giving your customers a single, effortless sign-in. To minimise manual provisioning and maintenance, Site Lantern integrates with a variety of telecom NMS tools and pulls performance metrics from your chosen NMS in near real time, using whichever methods your NMS supports.
Site Lantern keeps the service catalogue in the reporting system in sync by connecting to your CMDB (Configuration Management Database). This comprehensive strategy ensures optimal digital services, maintains strong CMDB capabilities and delivers true business value. Site Lantern can also provide reconciliation reports between your internal systems.
Service management tools such as ServiceNow group network resources into services provisioned for telecom customers. Site Lantern leverages this to automatically provision reporting: it pulls service definitions from ServiceNow, automatically creates new resellers and customers, associates the defined interfaces with default report templates, and creates a default service admin account for the new service, which is emailed to your service desk.
The Result
Site Lantern automates your service reporting. It provides:
- A reporting portal where your resellers can review the performance of the products and services they purchase from you for resale to their customers
- A reporting portal where your direct (corporate) customers can review the performance of the products and services they purchase from you
- Integration with your NMS and service management tools for a fully automated solution
Our dashboards let you dive deep into your customer data and track their day-to-day activity, enlightening you about service requirements, key performance metrics and much more.
Customer service data is pivotal in deciding the performance and fate of any modern business, regardless of sector. For telecom companies, relying on weekly, monthly or annual reports to frame significant business strategies may impede growth. What you need is expert service reporting that maps customer response, segments your customers, creates profiles and tailors reports to the end user.
Want to see this working for your business?
Tell us about your data and your goals. We will show you what Site Lantern can do with them.