The client is a leading mobile services operator in Yemen, looking for a strategic partner with intensive telecom BSS experience to handle the support, operations, and enhancement of its existing Prepaid charging system. We took over the complete support within two weeks of sign-off of contract and set- up the necessary tools and expertise in place, to increase the stability of the network round the clock with improved system KPIs.

Business Problem

  • The client has a Real-time Charging System for around 4M+ Subscribers which the OEM was unable to support.
  • Need for 24x7 support service and technical operations team to manage support tickets
  • No mechanism in place to perform the health checkups of the network elements

Accolite Solution

We adopted robust business and operational processes to set up necessary systems in place to raise tickets, resolve issues, monitor SLAs & KPI and notify resolution and took over the 24x7 support services and technical operations.

  • Setup Network Operation Centre (NOC) services within 2 weeks of the contract agreement.
  • Built Incident Management system to manage and allocate support tickets
  • Leveraged our tools and processes to monitor alarms and track system logs and run operations
  • Automated the System Health Check-up procedures
  • Activated the Geo-redundancy set-up and improved the signaling redundancy architecture

Value Delivered

  • Facilitated business growth while enabling low-cost business operations
  • Increased stability of network round the clock with improved System KPIs
  • Reduction in the overall resolution time (~30%) with most of the tickets solved at L1/L2 level.
  • Empowered with a blueprint for incident response across network, resulting in proactive fault identification
  • Exceed agreed system SLAs and response time
  • Provided consistency, continuity, performance and quality improvement across various network
    levers and care management services

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