Case Study: Indian Multinational Broadband and Telecommunications Provider achieves faster resolution and lower operating costs with Wipro

Predictive, preventive analytics-based solution delivered to improve quality of services for a multinational telco

The Indian Multinational Broadband and Telecommunications Provider, one of the largest telecom operators in Asia and Africa, was facing major delays in ticket assignment and field resolution due to manual processes, multiple follow-up channels, and weak proactive monitoring. These issues were hurting service quality, increasing lead times, and driving up operating costs, so the company turned to Wipro and its predictive, preventive analytics-based solution.

Wipro implemented automation and analytics to streamline field operations, including backhaul planning, proactive BTS down management, ticket creation, and real-time field reporting. As a result, the customer improved feasibility SLA from 4 days to 1 day and I&C SLA from 10 days to 3 days, while also achieving 30% faster TTR, 28% lower operating expenditure, and 30% fewer issues.