Case Study
Major U.S. carrier enhances efficiency and customer experience, accelerating 5G site rollouts by 20%
OUR CLIENT
The client is a prominent wireless network operator in the United States known for its extensive 5G network, competitive pricing, and customer-centric approach. The company provides a range of voice, messaging, data services, and high-speed connectivity to millions of customers nationwide.
THE CHALLENGE
Navigating NSD challenges and enhancing CX/IX amid complex telecom vendor management and disaster recovery demands
The client faced significant challenges in managing their network site development (NSD) and site modification initiatives while improving customer experience (CX) and installation experience (IX). They needed a vendor to drive their quality assurance (QA) and disaster recovery ready (DRR) program and processes, which were crucial for reducing build time and enhancing end-customer satisfaction. Specifically, the client required efficient management of the DRR program to expedite resolution times during disaster recovery scenarios. They needed to coordinate with over 30 CX/IX vendors to ensure they submitted certificates of performance (COPs) within service level agreements (SLAs).
THE TRANSFORMATION
UST's quality assurance solution streamlines vendor management, enhances efficiency, and elevates customer experience in telecom network deployment
UST designed and implemented a DRR/CX/IX network quality assurance solution to enhance site development and modification processes, incorporating multi-vendor management for telecom deployments.
The solution arranges and manages over 35 GC/IX vendors, ensuring they meet performance standards and deadlines. UST sourced and deployed the optimal resources to complete the necessary master statement of work (MSOW) and collaborated closely with market development, RF, and operations teams to address and resolve GC/IX concerns, facilitating timely issue resolution and enhancing overall project efficiency.
Through improved collaboration, the client can now effectively oversee and coordinate an extensive network of vendors, ensure high-quality performance and adherence to deadlines, and swiftly address concerns. The new telecom network deployment solution has significantly streamlined operations, reduced build times, and improved customer experience and satisfaction.
THE IMPACT
Seamless network upgrades, accelerated site deployments, and better customer experience through advanced QA
UST's innovative disaster recovery and quality assurance solution transformed the client's network development process, delivering remarkable improvements in efficiency, project timelines, and customer experience. The results included:
- 70% improvement in telecom punch list correction efficiency: Reduced average correction time to less than 10 days, streamlining the process and significantly enhancing efficiency.
- 20% network on-air time reduction: A robust DRR/QA program reduced the overall time to get sites operational, improving deployment speed and efficiency.
- Enhanced customer experience: Quicker and higher-quality network performance directly improved customer satisfaction and set new levels for operational excellence.
At UST, we improve network deployment quality assurance and accelerate site deployments while enhancing CX/IX quality assurance and disaster recovery for telecom providers. Learn more about our turnkey network performance services here.