Case Study: Giant Telecommunications Provider achieves 23% reduction in defect occurrence with HCL's Intelligent Sustenance Engineering (ISE)

Giant Telecommunications Provider - Customer Case Study

One of the world’s largest enterprise and mobile communication providers, powering more than 2 billion connections and recently migrating to a cloud-based unified communications approach, needed to prevent repetitive failures and speed resolution of live issues. HCL was engaged to apply analytics and machine learning via its Intelligent Sustenance Engineering (ISE) offering to reduce defect occurrence, avoid duplicate defects, and improve Defect Removal Efficiency (DRE).

HCL implemented ISE to perform source-code complexity analysis, error segmentation and test-sufficiency analysis, integrating defect, test and source data to localize and prioritize defects, recommend and optimize test cases, and identify duplicate issues. HCL’s solution delivered measurable impact: a 23% reduction in defect backlog/occurrence over one year, a 9% reduction in tickets, and a 6–7% improvement in DRE.