0
1.1.1
Australia, Zurich, Yokohama
Standalone Application
Alternate dispute resolution resolve disputes between telecom service providers and consumers outside of traditional court litigation. The system performs intelligent analysis of dispute origins by examining historical customer touchpoints including support cases, billing complaints, and service problem cases, then recommends targeted remediation actions like credit issuance or billing adjustments while maintaining SLA compliance.
- Create ADR : A new case type "ADR" will be created capturing all the details like ADR category, CustomerInformation, Partner Contact Information ( in case of a legal entity or guardian filing the ADR on behalf ofcustomer).
- Capture all facts, investigation details, findings, customer intent, and proposed resolution (e.g., credit note,bill correction) in the ADR system to fully document and address the complaint.
- Create Deadlock Letter :Creating a letter head template capturing the history and RCA of the ADR andsending it to customer/Partner.
New
Introduced new table for capturing ADR request
Additional personas for ADR capability
New playbook experience against ADR record in CSM/FSM workspace
Australia