About the Client
A leading Belgian mobile and broadband provider
Challenge
The provider’s network was managed in three separate operational centres. The telecom operator needed to consolidate these NOCs across the country into a single location while significantly improving operational efficiencies and reducing costs.
Requirements
Inventory audit and assessment
People, process and system transition
Vendor, technology and tools consolidation
Create a new NOC in-line with ITIL, eTOM and industry best practices
Solution
Limited management often resulted in operations teams working in a fire-fighting mode. TCTS’s expertise in remote infrastructure management enabled comprehensive and proactive operations management for the mobile operator.
Centralized NOC Structure
TCTS established a NOC at a centralized location, integrating network monitoring, incident response, and service assurance 24X7.
Proactive Monitoring and Network Stability
Advanced monitoring tools and automation scripts were deployed to predict and prevent potential disruptions. The solution enabled the early detection of network anomalies, allowing engineers to address issues before they escalated into service outages.
Process Enhancements and Structured Escalation Procedures
A robust process improvement initiative with standardized workflows and formalized escalation pathways ensured incidents were prioritized and resolved efficiently. Key steps included:
- Development of detailed process documentation, including SIPOC (suppliers, inputs, process, outputs, customers) models, process maps, and a comprehensive responsibility matrix
- Streamlining inventory data management to eliminate mismatches between logical and physical inventories
- Consolidation of tools to reduce duplication and operational overhead
High-Priority Customer Support
A dedicated customer support framework was introduced to provide white-glove service for high-priority clients. This model ensured swift issue resolution and personalized attention, significantly enhancing customer satisfaction.
Results
79%
Reduction in network outages
93%
Decrease in OSLA tickets
99%
SLA adherence with 81 percent more network elements
81%
Reduction in L3 escalations and improved team skill sets
4K
Circuits successfully migrated with zero escalations
100%
Accuracy in service acceptance, inventory updates, NMS processes
The telecom operator reimagined its network operations by consolidating three disparate NOCs into a single, streamlined command center. And with a foundation built on industry best practices, the team continues to drive year-on-year improvements, ensuring superior outcomes for the business and its customers.
