Lumen Orchestrates Deployment of SD-WAN Services to Increase Revenue 10%

INDUSTRY

Communications Service Provider

GOALS

Accelerate Deployment of New Services
Eliminate Revenue Leak
Enable Self-Service for Customer Requests

USE CASES

SD-WAN Onboarding
SD-WAN Branch Management
Self-Service Automation Delivery

INTEGRATIONS

Key Results

10% growth in SD-WAN orders per quarter.

Reduced time to configure end-to-end Meraki SD-WAN service to just 10 minutes.

Orchestrated entire process end-to-end, from service request to shipping to configuration to delivery.

Automated notifications to other systems on completion of successful service.

The Challenge: High Demand for Deployment of New SD-WAN Services

Lumen was preparing to launch a new SD-WAN service for their customers and expected to see high adoption that would lead to an increase in revenue.

To meet demand, they needed to increase the efficiency of service delivery by reducing manual steps. They quickly realized that without automation, they risked falling behind and creating a revenue leak with slow customer turn ups. By automating and orchestrating deployment processes, they could proactively avoid a backlog before it even began.

The new SD-WAN services were identified as key value drivers for the business. To support the planned offerings, we had to really expand our team’s capabilities — beyond just manual activities alone.

Network Architect

Solution: Automating & Orchestrating SD-WAN at Scale with Itential

Itential’s platform enables Lumen to easily automate and orchestrate their SD-WAN branch deployment and onboarding process from the first step of entering the sale in Salesforce to the final step of a fully activated service on site.

Support for Hybrid Infrastructure: Multi-domain, API-first approach for any infrastructure, specifically SD-WAN technologies.
Self-Service Delivery: Ability to expose functionality via API to deliver self-service capabilities, enabling customers to request activation of new SD-WAN service through a self-serve portal.
Out-of-the-Box Integration Capabilities: Codeless integrations to more than 300 systems and the ability to auto-generate integrations for in-house developed systems, including support for any SD-WAN technology.
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.
Itential Marketplace: Hundreds of automation assets based on industry best practices to get started quickly.

By automating our SD-WAN process, we were able to configure devices in under 10 minutes and onboard more customers than imagined.

Head of Network

Accelerating Time to Deliver SD-WAN Services, Increasing Revenue

With Itential, Lumen was able to orchestrate a deployment process that starts with the service entered in Salesforce, places the equipment order, provides device information, ships the devices, configures service, alerts the warehouse to ship and pauses the automated workflow until the device is delivered on premise. Once the device is delivered, the workflow picks back up to activate the SD-WAN service. In the case of fallouts or non-deliveries, the workflow has built-in proactive notifications and processes to alarm the operators.

By orchestrating the SD-WAN service process end-to-end, Lumen was able to configure a Meraki service and notify other systems of the successful service in under 10 minutes. This quick turnup resulted in a 10% growth on orders per quarter, directly impacting their revenue.