Outsourcing Service Delivery TasksProcess Purpose

To improve efficiency in order updates and manage the increasing complexity of order support for in-house staff by outsourcing standardized tasks to CallTek.

Process Scope

Outsourcing service delivery tasks, including order processing, provisioning support, and provider coordination.

Process Inputs

• SAP Order Queue for closed orders and new orders requiring provider placement
• Email requests
• Provisioning phone queue

Service Delivery TasksWork Market Tasks

• Move pictures from Work Market to Smart Sheets
• Review and approve Work Market tickets for technician payments
• Follow up with technicians on overdue deliverables via the Work Market platform
• Follow up with technicians to ensure order completion via the Work Market platform
• Conduct 24-hour follow-ups with technicians to confirm they are on schedule
• Assign technicians to work orders

SAP Tasks

• Commission completed sites using the Work Bench Tool

Smart Sheet Tasks

• Update Smart Sheets with tracking information from SAP reports
• Update Smart Sheet questions based on Work Market reports
• Update Smart Sheet statuses using Work Market reports

Provisioning Tasks

• Answer provisioning hotline and handle incoming provider tech calls for order updates or closures
• Transfer calls outside scope to the provisioning team
• Place orders with providers from the SAP queue (routed to CallTek daily)
• Close orders with providers from the SAP queue (routed to CallTek daily)

Order Closing Process

1. Provisioning moves orders to CallTek's SAP queue for closure
2. CallTek follows the SageNet process to close orders by:

• Validating the provider schedule via call or online order portal
• Confirming whether the order is already closed
• Capturing provider tech notes from the portal or provider communication
• Confirming installation with the customer POC as outlined in the customer's KB page
• Performing QC checks using the QC checklist
• Updating the short text description field in SAP to indicate order completion
• Closing remaining tasks on the order

Timelines:

• First touch by CallTek within 4 business hours
• Goal to close all orders within 16 business hours

ServiceNow (SNOW) Tasks

• Monitor provisioning SNOW cases and incidents three times daily and route accordingly
• Obtain required details for SNOW ticket requests
• Complete SNOW tickets within 48 hours of receipt

UCASS Tasks

• Receive UCASS port requests
• Submit requests for ordering and porting numbers to the GoTo platform
• Route completed tasks to the UCASS SME for validation and finalization

Prequalification Tasks

• Receive quote requests from the internal team
• Review quotes to determine the best product and locate an ISP
• Submit ISP requests via portal, email, phone call, or ConnectBase
• Complete and return the quote via spreadsheet or email to the telecom contract analyst or manager
• Turnaround Time:
  • Standard quotes: 5 business days max
  • Large quotes: Up to 15 business days

Order Placement to Providers

• To be onboarded as a separate activity after an evaluation period of at least six months on order closing activities

Process Output

• Completed SAP broadband tickets and WBS records
• Orders placed with providers
• Documented activity in SAP tickets and project systems

System Access Requirements

• SAP, Teams, and Provider Portals for Comcast, Cox, CenturyLink (IMA, Ease, Remote Control), Spectrum, Frontier, Verizon, AT&T PE, Suddenlink, GTT, Windstream

Exceptions to Normal Process Flow

• If an order cannot be closed within 16 business hours, CallTek must escalate to the provisioning team
• If unresolved within 24 business hours, the order should be returned to the provisioning queue for further handling
• Orders with technical issues (e.g., modem installed incorrectly, missing modem, required demarcation extension) should be sent back to SageNet's provisioning team for correction

Control Points and Measurements

• Service delivery training documents
• Process documents and workflows

Technical RequirementsQualifications

• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Ability to work independently and prioritize tasks efficiently
• Strong multitasking and problem-solving skills
• Persuasive communication to engage end users and provider contacts
• Attention to detail with a commitment to accuracy
• Technical aptitude to understand service and provider nuances (e.g., IP addresses, modem settings)
• Proficiency in web-based research and information retrieval
• Preferred:
  • Previous telecom experience, preferably in broadband services
  • Previous project management experience

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