US Cellular NOC Reduces Costly Escalations with Single-Click, Automated Incident Resolution

U.S. Cellular deployed Resolve’s platform to achieve a simplified, standardized, and proactive approach to IT operations, leveraging the power and flexibility of interactive automation.

Customer Objectives

Dealing with over 10,000 tickets a month, U.S. Cellular needed to find a way to streamline and simplify their processes. Technicians had to manually and physically search various technologies and equipment on site to validate alarms, and then re-check to ensure alert condition of the equipment. Specifically, cell site alarm validation and cell site device alarm reset were key challenges.

Solution Overview

Resolve created a single field search page so technicians can enter site ID and retrieve inventory of all equipment and all possible technologies in real-time. With a single click, technicians can check all equipment for any alarm condition via a site inventory. By automatically collecting diagnostic data on a link-down alarm, Resolve enhances the ticket and dispatches it to the appropriate group for immediate action.

“We settled on Resolve Systems because of its combination of zero touch automation capability and its operator assisted automation capabilities and wiki-based knowledge management” ―Sean Noonan, U.S. Cellular, Manager, Engineering Automation

Key Benefits

• Streamlined, simplified processes – Automating processes, even complex ones, accelerates resolutions and eliminates errors
• Reduced escalations – Reduce the overall footprint of Level 3 agents, increasing experience and employee productivity with single-click functionality
• Empowered agents – Level 1 agents can easily access detailed information, arming them with problem-solving knowledge to resolve incidents on their own

Industry: Telecommunications

Company Size: 5,001 – 10,000 Employees

About U.S. Cellular:
U.S. Cellular is the fifth-largest full-service wireless carrier in the United States, providing national network coverage and industry-leading innovations designed to elevate the customer experience. The Chicago-based carrier offers coverage where the other carriers don't and a wide range of communication services that enhance consumers' lives, increase the competitiveness of local businesses and improve the efficiency of government operations. U.S. Cellular has the Highest Wireless Network Quality Performance in the North Central Region, according to J.D. Power, and 99 percent of customers have access to 4G LTE speeds.