AFRU: Automatic Fast Request Updater

At Ericsson, customer requests had to be followed up accurately and within agreed timelines to meet contract SLAs. With a high volume of incoming requests, chasing each one by hand with the technical teams was slow and error-prone. AFRU (Automatic Fast Request Updater) automated that follow-up.

The application intelligently detects which request tickets have not been updated within their agreed update SLA and sends reminders to exactly those, to the right people. It is scalable, so new resources and their emails can be added easily. In practice it saved about 42 man-hours and removed the need for a dedicated front-office person who had been updating tickets manually, while making sure every request is followed up just in time.