A large telecommunications and digital infrastructure organization engaged thco to address rising operating costs, inconsistent service performance, and slow execution of network and customer-facing initiatives. Despite continued investment in infrastructure, systems, and digital tools, performance gains were not materializing at the expected pace. Network operations were heavily manual, decision-making was slow, and leadership attention was increasingly consumed by escalations and service issues. The objective was to restore execution discipline, improve service reliability, and reduce cost without disrupting ongoing operations or customer experience.
Project challenges
The organization operated a complex, asset-heavy network environment with millions of customers and high service expectations.
Key challenges included:
Rising network and operational support costs
Manual monitoring, reporting, and issue resolution
Slow rollout of network upgrades and new services
Fragmented execution across network, IT, and customer operations
Overreliance on senior leaders to resolve operational issues
Customer experience impacted by execution inconsistency
While technology investment was significant, execution capacity was the limiting factor.
The Thco Approach
Thco was engaged to redesign execution across network operations, service delivery, and support functions aligning systems, processes, and capability around scalable performance.
1. Network & Execution Diagnostic (Advisory)
Thco conducted a rapid diagnostic across network operations, service assurance, customer support, and reporting workflows to identify:
Cost leakage and duplicated effort
Manual intervention points driving delays
Execution bottlenecks impacting service reliability
Capability gaps limiting adoption and accountability
This produced a prioritized execution roadmap focused on cost reduction and performance improvement.
2. Process Redesign & Automation (Technology)
Thco redesigned end-to-end operational workflows before introducing automation, ensuring technology reduced workload rather than adding oversight.
Key interventions included:
Automation of network monitoring and incident reporting
Integrated data flows across network, IT, and service teams
Standardized execution playbooks for issue resolution
Real-time dashboards for leadership and operations teams
This reduced manual coordination and improved response speed.
3. Workforce Capability Enablement (Academy)
To ensure sustainable improvement, Thco delivered targeted capability programs focused on:
Execution ownership across network and service teams
Digital workflow adoption
Data-driven decision-making under operational pressure
Human-in-the-loop governance for critical infrastructure
This ensured performance gains did not depend on individual heroics.
4. Embedded Operations Support (Operate)
Thco assumed responsibility for selected network operations support and performance monitoring functions, applying disciplined execution and continuous optimization.
This stabilized delivery while reducing cost volatility and escalation dependency.
The result
Within seven months, the organization achieved measurable improvements across cost, service performance, and execution speed.
Cost Reduction
26% reduction in operating and network support costs
Significant decrease in duplicated effort and manual coordination
Service Performance & Customer Impact
20% improvement in service reliability and uptime metrics
16% increase in customer retention in priority segments
Execution Speed & Efficiency
40% faster rollout of network and service initiatives
65% reduction in manual reporting and coordination
Reduced reliance on senior leadership for operational issues
Impact at a Glance
–26% reduction in operating and network support costs
+20% improvement in service reliability and uptime metrics
+16% increase in customer retention in priority segments
40% faster rollout of network and service initiatives
65% reduction in manual operational reporting and coordination
Why This Worked
This engagement succeeded because Thco treated telecommunications performance as an execution system challenge, not a technology or infrastructure problem.
Strategy, operations, and delivery were redesigned together
Automation reduced workload without weakening control
Capability was embedded across operational roles
Execution discipline was stabilized through managed support
The result was lower cost, improved service reliability, and scalable execution.
