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This report looks at how Colt Technology Services transformed its service delivery processes using automation to bring its customers an experience that is on par with those of cloud service providers.


  • CSPs are forced to be innovative to improve customer experience.

Features and Benefits

  • Highlights the challenges CSPs face to deliver personalized experience to customers.
  • Demonstrates how Colt adopted automation to improve its service deliver process and overall customer experience.

Key questions answered

  • Why are CSPs under pressure to improve customer experience?
  • What steps can CSPs take to improve their service delivery processes?
  • What lessons can be learnt from Colt's deployment of an automation-based solution?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages
  • Recommendations for CSPs
  • Recommendation for vendors

Using automation to improve the customer experience

  • Pressure to improve customer experience mandates innovative thinking
  • The role of automation in solving the problem

Lessons learned

  • Consider whether the existing processes are suitable candidates for automation
  • Improve data quality and data consistency to get better results
  • Reduce the volume and complexity of manual tasks
  • Put people high on the priority list – this change goes beyond technology
  • Consider who else needs to access the automation platform
  • Use open, standardized interfaces to enable automation
  • Aim to reduce the effort loaded into exception management


  • Methodology
  • Further reading
  • Authors

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