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:

Current Functionality Upcoming Release
User Centric Designed to be mobile friendly
Tickets can be added, edited and deleted
Large comments and attachments
User/date/time stamp on all tickets
“Google-like” search capabilities
Assignments to individual(s)or group(s)
New ticket duplication check
3rd party knowledge base to assist troubleshooting
 
Operations Centric Workflow customization supports specific operational processes
Relationship between historic and/or open tickets
Parent/child relationship between tickets
Hierachy of companies
Email notification of ticket events
Management dashboard
KPI metric tracking
Feature rich API for advanced integration to 3rd party systems
Color coding based on priority/severity
Audit trail of ticketing changes
Time to repair measurement
Custom reporting
 
Customer Centric Distinct corporate branding
Ticket watches provide status updates
Escalation management and inactivity timer
Internal and external comments for customer portal
Customer portal for ticket entry and tracking
Auto ticket creation based on incoming emails

KTS Executive Overview: