About the Client
Leading Broadband Provider in Australia
Challenge
As Australia’s digital backbone, the client plays a vital role in connecting communities and businesses across the country. With its commitment to delivering reliable, high-speed broadband, the provider continually seeks to enhance the performance of its diverse technology platforms—including the Hybrid Fibre Coaxial (HFC) network.
Given the HFC network’s technical complexity and limited market deployment, maintaining peak performance required specialized expertise and precision. The client aimed to strengthen daily performance management and proactively identify potential degradation, ensuring the network consistently meets stringent service-level expectations defined by its engineering teams.
Solution
Tailored Support and Scalable Expertise
To support the client’s goals, TCTS designed an on-site operations model that blended domain-specific expertise, in-depth training, and a robust governance structure. The focus was to create a Day 1-ready team and align operations with broadband provider’s long-term roadmap for automation and efficiency. Key elements of the solution included:
Routine HFC Maintenance
- Real-time assessment of network health across all Service Assurance Modules (SAMs)
- Scheduling and executing prioritized maintenance activities
- End-to-end ticket lifecycle management for maintenance tasks
- Technical support for field operations and post-work validation
Proactive HFC Management
- Daily analysis of diagnostic data to identify early signs of performance degradation
- Creation of comprehensive performance stats and work tickets
- Technical collaboration with field teams to resolve issues—ranging from modem swaps to in-premises signal noise
- Pre- and post-maintenance checks to validate improvements and ensure performance consistency
Through this collaboration, TCTS ensured that its solution remained in lockstep with the client’s strategic direction—including alignment with their automation roadmap to scale efficiency year-over-year.
Results
100%
Seamless transition with zero disruption to end customers
200+
Calls handled everyday, maintaining high response standards
Scalable
Turned niche HFC capability into a scalable asset
Customer SLA
Targets achieved for HFC performance functions
