Case Management for Customer & Network Incidents
Manage customer care cases, network issues, scheduled field work, and bulk outages in one unified console — with GIS intelligence, automated SLAs, and adaptive workflows.
Beesion’s Case Management consolidates every operational case — customer care issues, network incidents, service-related problems, mass outages and planned field activities — into one unified, telecom-grade environment.
Intelligent Case Handling Across Customer, Network & Field Operations
The solution manages the entire lifecycle of operational cases, enhancing triage, routing and resolution across customer, network and field activities.
Cases can be registered and typified from any channel and routed automatically through inbox queues, based on skills, workload and business rules. SLA timers, automated notifications and escalation rules ensure consistent and predictable resolution.
The solution incorporates GIS-based case management, allowing teams to visualize heat maps, density clusters and incident proximity, correlating case locations with network coverage and performance. This enables faster triage, prioritization, dispatch and outage preparation.
Adaptive workflows let operations modify case flows, forms and rules without complex development, while integrations with CRM, ticketing, OSS/NOC platforms and Workforce tools ensure seamless coordination between back-office, technical teams and field technicians.
Designed for high-volume telecom environments, Beesion’s Case Management improves response times, operational control, and the customer’s overall experience — across customer, network and service operations.
Multiple Case Management
Manage different case domains in the same platform — from customer and service cases to network incidents and field operations.
Customer Care Cases
Complaints, billing issues, service quality, change requests.
Service Cases
Provisioning, activation, product and offer-related cases.
Scheduled Field Work
Planned jobs, work orders and on-site interventions.
Network Cases
Incidents, alarms, performance and coverage issues.
Bulk Outages
Mass incidents with correlation, prioritization and broadcast comms.
GIS-Based Case Management
GIS-Based Case Management adds geolocation intelligence to the case resolution process. With heat maps that highlight where incidents are happening, teams can quickly identify problem areas and understand the concentration and severity of cases in real time.
The platform correlates case locations with network coverage and performance, making it easier to distinguish isolated issues from broader service impacts.
This geospatial visibility helps telecom operators prepare more effectively for network service outages, allowing them to anticipate affected areas, prioritize actions, and coordinate faster responses across operations.
Manage Cases Quickly
Manage Cases Quickly centralizes and accelerates the resolution of customer and network cases by allowing teams to register and typify issues from any channel. The platform provides full SLA control for both response and resolution, ensuring that deadlines are met through automated timers and alerts.
Case status updates are triggered automatically, keeping customers and internal teams informed at every step. It also enables bulk handling of cases with shared root-cause patterns and supports fast escalations and ad-hoc involvement whenever needed, improving operational efficiency and reducing resolution times.
Manage Case Workflows
Manage Case Workflows provides a flexible, low-code framework that adapts case processes to the needs of telecom operations. With configurable workflows, intelligent inboxes, and automated task routing, teams can execute cases faster and with greater consistency.
Adaptive Case Management
Case flows can evolve in real time based on business rules, case type, impact level, or operational requirements — ensuring the right process is always applied.
Workforce Management Integration
Coordinate field operations by dispatching tasks directly to workforce systems, enabling seamless collaboration between network teams and customer service.
Inbox Tasks & Work Queues
Agents, supervisors, and technical teams receive tasks automatically in prioritized work queues, helping balance workloads and accelerate resolution times.
Integration with Specialized Platforms
Case flows can evolve in real time based on business rules, case type, impact level, or operational requirements — ensuring the right process is always applied.
Form & Report Builder
Create forms, checklists, and operational reports quickly, without coding, supporting faster onboarding, audits, and compliance needs.
Key Benefits
Unified Case Management Across Customer, Network & Field Operations
Centralize all case operations—customer care issues, service-related incidents, network outages, bulk failures, and scheduled field work—into a single, unified Case Management platform. Eliminate silos, streamline workflows, and improve operational visibility across every department involved in customer and network operations.
GIS-Based Intelligence for Faster Incident Resolution
Leverage GIS intelligence with real-time heat maps, case clustering, and service-coverage correlation to quickly identify incident hotspots and understand the operational impact. Improve triage, prioritize field actions, anticipate outages, and accelerate root-cause resolution with geo-contextual insights.
Adaptive Workflows & SLA Automation for Consistent Results
Automate SLA monitoring, escalation rules, and task routing through adaptive workflows that evolve based on business rules, impact severity, and operational context. Ensure consistent case handling, reduce manual effort, and accelerate resolution across customer service, network teams, and field operations.
Telecom Case Management: Quick to Launch and Modify
Route Large Volumes of Tickets Efficiently
- Address claims from multiple channels easily – centralize claims from online, call center, email, chat apps, etc. – and then direct the response to the most qualified representative. Send the response back through the same channel
- Manage representative workload by assigning cases according to reps’ skills, pending case queues, language, and more
- Integrate with Artificial Intelligence to detect the contents of tickets that aren’t easily understandable and route them to the right place
- Merge cases related to a common root cause, like a wireless service outage, and then send mass notifications
- Manage multiple tickets in bulk – set up business rules to automate how a supervisor handles tickets for closing cases, triggering alarms, deleting duplicates, etc.
Resolve Claims on the First Contact
- Ensure the most expert advice by interfacing directly with your knowledge base, Product Catalog, and other content. Easily grow the databases
- Expedite complex cases with a rules engine to route multi-task tickets to the most qualified reps, helping to ensure the shortest possible resolution time
- Integrate directly with back-end systems to diagnose problems and fix them immediately
Plus much more
Beesion applications are up to 5x quicker to install than traditional software development. That’s because Beesion pioneered a low-code platform where:
Little to no custom code is needed
Applications are configured in runtime, using visual tools and “in-memory” configuration
Integrations are quick, using a rich set of connectors
With the exception of the “analysis” phase, every phase of the software development lifecycle is significantly shorter.
It doesn’t take long to update and modify Beesion’s low-code software applications. In fact, many modifications can be done in hours. Little to no custom code is needed. Plus, changes can be made by anyone with a little technical know-how, including:
- Business analysts
- Marketing operations managers
- Operations and IT employees
Each application is configured with visual tools, including:
All changes are done using “in-memory” runtime configuration. No compiling is needed.
Integrates Quickly
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