Industry trends are indicating that telecommunication customers are expecting to resolve issues, order services and pay bills without picking up the phone or visiting a service provider’s office. Furthermore, the business case for self-service technologies is pretty compelling. Self-sufficient customers positively impact MRR averages, decrease operational support costs and provide more favorable recommendations.

Accordingly, KADENCE Ticketing System (KTS) has been recently enhanced with customer portal functionality. Service providers that are leveraging the KTS platform are now able to offer their customers the ability to create and track trouble tickets via the “self-service” tools included in a private, secure website. The KADENCE Customer Portal (KCP) equips service providers with another channel to engage their customers thereby providing a competitive differentiator and enabling preferential customer support. Courtesy of a management dashboard, KPIs such as “ticket volume” and “average time to close” can be tracked and monitored.

KTS is available as a stand-alone solution or an integrated solution with KADENCE Circuit Management (KCM) and the KCP.