About the Client
Tier-1 Telco in the UK
Challenge
The operator’s mobile operations team set out to modernize its network infrastructure by integrating 2G, 3G, and 4G RAN nodes—without compromising service quality. The task was complex: executing vendor equipment swaps across multiple sites while minimizing downtime and maintaining configuration consistency. At the same time, the team recognized an opportunity to enhance service delivery and reduce operational costs.
Requirements
- Seamlessly integrate 2G, 3G, and 4G RAN nodes with minimal service interruption
- Execute a large-scale vendor swap across distributed sites
- Uncover and implement efficiencies that would drive long-term cost optimization
Solution
Driving Seamless Transformation
The telco took charge of the transformation journey, committed to delivering excellence across the network. To keep the project on track and on time, they collaborated with TCTS to accelerate knowledge transfer and simplify critical telecom processes. Together, they launched the Vendor Swap activity—successfully migrating services from Huawei to Ericsson with zero disruption to ongoing operations.
Engineering Clarity and Efficiency
Determined to bring clarity to the integration process, the telco leveraged TCTS’s expertise in process design. Detailed workflows—from high-level L0 diagrams to granular L3 process maps—enabled the operations team to move forward with precision. Localized work instructions were rolled out to ensure site teams had clear, actionable guidance.
By initiating a deep dive into Average Handling Time (AHT), the operator pinpointed key areas for workflow improvement. The introduction of a centralized process repository enabled internal teams with on-demand access to critical documentation, ensuring consistency and operational agility.
Staying Agile with On-Demand Support
Throughout the transformation, the telco maintained control by ensuring real-time challenges were met with expert support. TCTS provided the operational support, helping the operator adapt quickly and confidently to any complexity that arose.
Proactively Safeguarding Network Performance
Performance excellence remained a top priority. the telco implemented proactive monitoring practices with support from TCTS to keep the network at its best.
The initiative included:
- Alarm Clearance: Accelerating issue resolution to maintain service reliability
- Network Audits: Ensuring infrastructure integrity across all sites
- Site Acceptance: Upholding rigorous quality standards for deployment readiness
Results
- 100% adherence to KPIs and SLAs
- £1M in cost savings and avoidance through targeted improvements
- 60% reduction in scripting time
- 20–30% reduction in back-office expenses
By embracing change with clarity and purpose, the mobile network operator turned a complex integration into a benchmark for operational transformation.
