In today’s telecommunications industry, competition is fierce. Creating a sound customer experience and resolving issues quickly when they arise is a sound business practice, and frankly, the expectation of most customers. However, without a robust system and defined operational processes, preferential customer service is simply an aspiration without a means to execute.

KADENCE Ticketing System (KTS) arms telecommunications providers with a SaaS system for ticket workflow management. KTS manages tickets or issues from inception to resolution and closure. Customization of KTS workflow is accomplished utilizing business rules and operational procedures. An internal or external user is afforded the functionality to submit a trouble ticket or an issue in need of management. The nature of the request is detailed, tracked, classified and routed based on type and priority. Tracking and reporting functionality within KTS detail key performance indicators (KPIs) such as overall volume of tickets, most common ticket types and average time for resolution.

Why KTS?

KTS enhances your existing back office software suite by leveraging a robust API or when used as an integrated solution with KADENCE Circuit Management. KCM is a SaaS platform that drives operational profitability through the optimized management of special circuits and inside plant.

KTS enables you to deliver preferential customer service – improving your customer retention and serving as a competitive differentiation.

Thanks to the Internet of Things, special circuits continue to get deployed in rising numbers and greater capacities. Infonetics recently forecasted that annual revenues associated with Ethernet transport, a common form of wireless backhaul will reach $11 billion in 2017. Needless to say there is a lot at stake with wireless backhaul customers. The revenue rewards can be significant though the SLA requirements and general customer expectations are definitely ongoing operational concerns.

Implementing KTS and KCM unifies the feature rich capabilities of two industry leading SaaS platforms. Whether managing tickets in KTS or building circuits in KCM, the end user enjoys a seamless view of data from both systems. Tickets will contain circuit DLR information and circuits will display associated trouble history without the need for dual data entry. Contractual SLA information can be displayed in association with tickets and circuits.

Key KTS Features:

  • Designed to be mobile friendly
  • Workflow customization supports specific business processes
  • Tickets can be added, edited and deleted
  • Tickets can be created by circuit, equipment, customer or stand-alone
  • Relationship between historic and/or open tickets
  • Parent-child link between tickets
  • Hierarchy of companies
  • Distinct corporate branding
  • Large comments and attachments
  • User/date/time stamp on all tickets
  • Email notifications of ticket events
  • Ticket watches provide status updates
  • “Google-like” search capabilities
  • Assignment by group or individual
  • Management dashboard
  • Escalation management and inactivity timer
  • New ticket duplication check
  • Internal and external comments for customer portal
  • Metric tracking
  • SLA reporting by customer
  • Feature rich API for advanced integration to 3rd party systems

KTS Executive Overview: