Customer support is only as good as the systems behind it. Before our initiative, trouble tickets raised by customers were not seamlessly integrated with the Catalog Lifecycle Management (CLM) system, causing delays and confusion in issue resolution.

Task

I was responsible for integrating the trouble ticketing module with CLM to ensure that customer issues directly tied to specific services and catalog items could be tracked, managed, and resolved efficiently.

Action

• Designed the integration architecture between the trouble ticketing system and CLM using TMF Open APIs.
• Collaborated with cross-functional teams to ensure end-to-end workflows were mapped, from customer ticket creation to catalog-based resolution.
• Developed and reviewed detailed technical specifications and business process documents, ensuring all parties shared a single, clear understanding.
• Conducted UAT sessions with both business and technical teams to validate integration scenarios.

Result

• Reduced issue-resolution times by 20% by ensuring trouble tickets were contextually linked to catalog services.
• Increased First Call Resolution (FCR) rate, improving customer satisfaction.
• Enhanced transparency across teams, with documentation serving as a clear communication bridge.

This integration proved that strong documentation, combined with the right technical architecture, can bridge gaps between customer support and service fulfillment.