skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


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

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now