Bulk Breakdown is interruption in normal functioning of services for a group of customers in a particular region. When there is a breakdown in an area, the customers using the service are affected. The services are disturbed for all the customers in that particular area. There are various factors for bulk breakdown. Bulk breakdown can be caused by failure in hardware (physical equipment), software (logic controlling equipment), interconnecting equipment (such as cables, facilities, routers,...), wireless transmission (wireless, microwave, satellite), and/or capacity (system limits).
Bulk breakdown can be identified by the service provider through the complaints by the customers. When a group of customers reports the same problem, there is a possibility of breakdown of services in bulk.
Group of customers reports the interruption in broadband service - A network Breakdown
Group of customers reports the interruption in only mail service - A mail server breakdown
When there is a bulk breakdown, the problem resides in the network or the main hardware rather than CPE (Customer Premises Equipment). The bulk breakdown is treated as a special request and is assigned to a technician.
In Billing & CRM solution, you can register a bulk breakdown through Bulk Breakdown screen. When a bulk breakdown is registered, a service request and work order is automatically raised. The service request and work order details are simultaneously modified when the bulk breakdown is modified. A bulk breakdown can be closed in either Service Request or Bulk Breakdown screen.