Clients > Customer Success > Communications Service Providers > Cellular Service Provider

Cellular Service Provider

Client Challenge

As a top-tier cellular provider, this client provides cellular voice and data service to the consumer and business markets. Committed to excellence, in service, this company sought to develop an automation against their cellular infrastructure in order to decrease Mean Time to Resolution, to reduce false alerts forwarded to field engineers and to realize associated cost benefits of such an automation. Additionally, the provider wanted to automate the creation and enrichment of ticketing events when the infrastructure was found to be in irresolvable fault.

IT Solution

Windward developed, tested, and documented an automated troubleshooting process using a best-of-breed automation platform based upon existing NOC-operator procedures and developed methodologies. The automation accepted alerts from the client’s fault management platform, accessed the cellular infrastructure and determined if a fault existed. The automation then proceeded to remediate the confirmed fault. Upon successful resolution of the fault, the automation placed the component back into server and then accessed the fault management system and cleared the alert. If the automation failed to resolve the alert, a ticketing event was created and enriched and automatically forwarded to the appropriate field engineer. Statuses of active alerts were maintained and when a field engineer resolved the alert and closed the ticket, the automation updated the fault management system with the appropriate status. Additionally, the solution ensured full data and user security, and provided central management via an interactive web interface. During development, Windward held regular code reviews with client staff to enable them to manage the application after completion. In the process of developing these solutions, Windward upgraded and enhanced the automation platform in the client’s environment; enabling the Company to leverage more effectively the hardware already in use.

Guaranteed Result

The automation produced by Windward brought significant benefits to this cellular provider, including:

  • Reliable automated remediation of service-impacting infrastructure events.
  • A 98% reduction in false alerts, as well as an overall 90% reduction of ticket volume, forwarded to field engineering.
  • A decrease of 80% in the Mean-Time-to-Resolution of genuine infrastructure alerts.
  • An ability to track and target “problem” infrastructure components
  • Decreased NOC-operator workload generated from automated cellular infrastructure alerts.
  • IT platforms and system knowledge to enable the Company to develop future automations in-house.