Case Study: Lumen reduces router provisioning time by 70% with Itential

Lumen Automates Router Provisioning & Activation, Reducing Time by 70% with Itential

Lumen, a communications service provider, needed a faster, more reliable way to activate new business customers across its fiber network. Its manual router provisioning process involved multiple teams and up to six touchpoints, creating delays, added work for engineers, and revenue leakage while customers waited for service. Itential helped address this challenge with zero-touch router provisioning and activation.

Using Itential, Lumen built orchestrated workflows to manage router provisioning end to end across its ordering, inventory, Cisco NSO, and Adtran systems, including golden configuration templates and automated updates to pre-installed router base configs. The result was a 70% reduction in provisioning and activation time, a drop in touchpoints from six to one, and about two additional weeks of revenue per customer, while freeing staff to focus on higher-priority work.

Lumen