INDUSTRY
Communications Service Provider
GOALS
- Accelerate New Customer Activations
- Eliminate Revenue Leak
- Maximize Resource Allocation
- Improve Customer Experience
USE CASES
Zero-Touch Router Provisioning & Activation
INTEGRATIONS
Key Results
Reduced required touchpoints for a customer to self-serve from 6 to 1.
Orchestrated provisioning of routers end-to-end, at scale.
Decreased provisioning and activation time by 70%.
Implemented Golden Configuration trees to automate configuration across locations.
Automated updates for pre-installed base configuration from Adtran with no onsite support required.
Enabled key personnel to be reassigned to more critical priorities.
Challenge: New Customer Activations Outpaced Current Provisioning Processes
As one of the top five communications companies in North America, Lumen has one of the fastest business voice and data plans, and success demands efficient and flawless new customer service deployments. However, with more than 10,000 buildings pre-qualified in its fiber network, the company’s operations staff was stretched thin to maintain the network and support new customer activations.
To activate new business subscribers, the company relied on three teams that oversaw the receipt, manual configuration, and installation of high-end Adtran routers. Under these conditions, reconfiguring routers and finalizing overall onsite service provisioning for large business customers could take weeks, involving three to six touchpoints where a technician had to directly modify a configuration.
The company needed a way to automatically provision its new fiber solution to set up customers faster, with fewer resources and without negatively impacting customer satisfaction. If they could accelerate error-free customer installations, the company could start collecting new subscription fees faster while assigning its personnel to more critical priorities.
Our number one goal was reducing the number of touchpoints for a customer to get a service delivered. It was creating a worse experience for the customer, more work for our engineers, and a revenue leak due to wait times.
Senior Director, Network Architecture
Solution: Orchestrating from Service Order to Revenue Recognition with Itential
Using Itential, the teams created a base Golden Configuration that Adtran placed on each router shipped from their warehouse. This approach allowed the devices to be shipped directly to the customer location, connected to the network, and remotely configured. Orchestrated workflows were then built using Itential to manage the activation process between the ordering and inventory systems, Cisco NSO, and the Adtran router.
The combined solution replaced the company’s manual process with a customized, orchestrated provisioning workflow to automatically update the pre-installed base configuration from Adtran, oftentimes with no onsite support required. In these cases, the router was shipped to the customer site where it was turned on and connected to the network. The automated process continued from there once the router was recognized on the network. With Itential, they were able to orchestrate the end-to-end provisioning of routers at scale through our:
- Cisco Integration: Deep integration and support for Cisco NSO and support for all router device technologies.
- Out-of-the-Box Integration Capabilities: Rapidly generate API integrations and leverage pre-built integrations for common systems like ServiceNow Palo Alto Panorama, enabling faster time-to-value.
- Golden Configuration: Build hierarchical Golden Configuration templates to quickly and comprehensively automate compliance management across multiple device types, vendors, and network domains.
- Self-Service Delivery: Ease of use for customers to request new services and automate the full end-to-end process.
- User-Friendly Workflow Builder: Flexible, low-code workflow builder that enables non-developers to build network automations that can open and update tickets, make network changes, and integrate with key IT systems.
With Itential, we can now activate new accounts with a single, small team, allowing technicians to focus on more critical issues. We see revenue quicker thanks to Itential’s ability to integrate with our current systems.
VP of IT, Business Ops
Reducing Provisioning & Activation Times by 70% with Zero-Touch Provisioning
With Itential, Lumen’s network teams reduced the number of touchpoints to provision Adtran routers from six to one, with the design in place to eventually eliminate all touchpoints. This effort resulted in a significant reduction in activation time, delivering an average of two additional weeks of revenue per customer.
Itential integrates with Lumen’s existing systems (both vendor systems and internally built solutions), which increases the return on past investments and ensures a seamless transition to new processes with minimal retraining required for operations staff. In addition to faster provisioning with fewer resources, the Itential solution is improving the overall quality of new service setups, resulting in happier customers and fewer support requests.
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