Subex Case Study

Subex logo

India | Telecom

How Subex improved their productivity using enreap’s Digital Transformation Services

Subex is a leading telecom solutions provider for 75% of the world’s top 50 telcos. In business since 1992, the company has been an active contributor to the mobile technology revolution. The company consults global telecom giants to deliver operational excellence and business transformation by driving new revenue models, enhancing customer experience, and optimizing enterprise business processes.

Highlights

Increase in customer satisfaction

Increased time to resolution

Reduction in SLA Breach

We’ve been associated with Subex for more than 3 Years now and implemented multiple projects to help them become more agile

Objectives

Empower the internal teams

To revolutionize the IT practices and move to agile technologies

Standardise the internal communication

The Solution

After a detailed analysis of the existing tools, problems and processes, enreap suggested the implementation of JIRA Service Management (Jira Service Desk back then) with specific customizations designed to address Subex’s unique business needs. Also added another layer of visibility to the ongoing projects to make sure that there are no loopholes or even a slight scope of miscommunication which could well cause a big project failure, enreap also integrated Confluence into the mix.

Seamlessly and completely migrated over 40,000 support issues from the legacy tool system (Heat) to JIRA Service Desk (JSD)

Consolidated daily reports from over 250 clients with Jira dashboards and JSD queues that helped the Subex support teams in better prioritization

Implemented time-logging for agents vis-à-vis issues and tickets giving the management complete visibility into efforts and results

We created a self-service portal, so that the Subex customers could track the progress of their issues, comment, and attach content enabling faster resolution

Value Delivered

JSM, Confluence Implementation & Integration had a very big impact that would transform the way Subex used to work and collaborate within the team and with their clients.

Better ticket prioritization and more structured delivery which increased their ‘Time to resolution’

Witnessed a surge in productivity through automation which reduced their SLA breach

A real-time visibility into team productivity and the capability to help them plan better.

The self-service portals, facility and customized reports increased Customer Satisfaction

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