Case Study: Leading Telecom Company in Belgium achieves reduced high-priority incidents and improved mobile voice continuity with HCL

Leading Telecom Company - Customer Case Study

Belgacom, the leading telecom operator in Belgium, faced growing customer expectations for uninterrupted, high-quality mobile voice service and needed to drastically reduce the number of high‑priority incidents affecting its network. To optimize costs and operations it outsourced its mobile voice operations and associated infrastructure to HCL, challenging the vendor to deliver business‑critical continuity rather than just routine IT support.

HCL implemented tighter change and testing controls, a “first‑time‑right” quality cycle, an onsite coordinator to align offshore teams, integrated Belgacom‑HCL staffing and a governance cadence that matured in about 18–24 months. As a result, HCL helped Belgacom achieve clearer information flow, faster reaction times, reduced repeat incidents through root‑cause learning, and more predictable, cost‑controlled operations—demonstrating measurable maturity (18–24 months to a stable model) and a marked reduction in high‑priority incidents.