Managed Delivery Case Study: Tier 1 Cable Provider

A Tier 1 telecommunications service provider needed to improve service delivery efficiencies for fiber-based enterprise services. To achieve this, they partnered with MTS to optimize workflows, decrease spending, and establish an agile delivery framework across three critical operations groups.

At a Glance

The Challenge: High operational overhead, volume volatility, and need for specialized expertise to improve order turn times and reduce reject rates.
The Execution: Fully onboarded and scaled a dedicated Managed Telecom Services (MTS) team within three weeks using a structured “crawl, walk, run” methodology.
The Results: Achieved an 88% reduction in error rates, a 50% reduction in rework, a 30% increased ROI, and 99.5% SLA compliance.

The Challenge

The client identified bottlenecks and manual workflow friction across three key engineering and operations groups:

1. Order Management & CLLI Registration

As commercial orders enter the engineering process, validation of the customer request is required. This involves:

Registering Telcordia standard CLLI codes for physical customer sites in Telcordia CLONES.
Generating and communicating Circuit IDs.
Documenting the high-level circuit design in the inventory tool by auditing billing records, ASRs, and customer contracts.

2. Quality Assurance & Design Validation

After the physical transport path (on-net, off-net, or new construction) is designed, a thorough verification is required before initiating circuit design tasks. This involves:

Validating physical transport (including construction/outside plant design and third-party provider access).
Clarifying customer request details to avoid downstream rework.

3. Network Compliance & Documentation

After service turn-up, validation is required to ensure that:

The exact service configuration was delivered according to standards.
The circuit is correctly documented in inventory systems to reflect actual assignments in the field.

Workforce Challenges

Budget constraints limiting internal employee hiring.
Constant shifts in order volume making capacity management difficult.
High cost and long cycle times for identifying, training, and retaining skilled telecom personnel.

The Execution

To address these challenges, MTS reviewed and revised existing processes and procedures, streamlining productivity, eliminating workflow blockers, and optimizing the overall enterprise ordering pipeline.

Leveraging a “crawl, walk, run” onboarding framework, a dedicated, outsourced MTS team was fully stood up and functional in three weeks.

Process Flow & Team Alignment

Order Validation: Once commercial orders are received, the team enters data into the inventory tool, verifies customer service locations, and validates or creates CLLIs in CLONES.
Quality Assurance: The QA team verifies ASRs, fiber designs, equipment, cables, paths, route information, and IP addresses to ensure all components are ready for detailed design.
Compliance Audits: After the order is tested and activated, the compliance team audits field assignments against documentation to guarantee data integrity in inventory records.

With this structure, order fulfillment capacity grew from 3,400 to 8,000 orders per month.

Results & Business Benefits

Measurable Outcomes

30% Increased ROI.
88% Reduction in error rates.
50% Reduction in rework.
99.5% SLA compliance.

Strategic Benefits

Consistent Turn Times: Improved customer satisfaction through reliable service delivery intervals.
Cost Efficiency: Significant savings on internal recruiting, onboarding, training, and equipment.
Workforce Enablement: Internal engineers were freed from tedious data correction and rework, allowing them to focus on high-value network optimization tasks.
Elastic Scale: The ability to scale team size rapidly to support fluctuations in order volumes.