SUCCESS STORY: Accelerating value during rapid adoption

 The client, a communications industry network equipment provider, was in the early stages of rolling out a softswitch network implementation with their Fortune 100 cable operator. customer. This solution buildout was the foundation of the operator’s market entry to nationwide residential telephony service, and involved ambitious rollout and launch schedules. With the service at 100,000 subscribers and the joint team facing the velocity demands ahead, it was clear that iterative software deployment and significant operational transformation across client and operator would be required to meet the market scaling plans. 

The client and customer needed to develop key closed loop feedback processes between the client and customer in order drive velocity toward customer solution stability at the same time that subscriber and service growth was spiking.  Engaged to diagnose, we discovered that that software-oriented root cause retrospectives and comprehensive experience KPIs were needed to accelerate continuous improvement. We established new forums to steer customer success throughout the complex solution stack and orchestrated the design of key software quality and release processes between client and operator teams to meet the service's national rollout goals. The client's program included the design and execution of an experiment to pilot software-oriented incident management techniques for mission critical operations. This pilot's success prompted the development and launch of a new premium service across the TSP's international market.

 "...she orchestrated across [TSP] engineering, adjacencies, and the customer at every level to ensure velocity required was achieved." 

former VP National Network Operations Comcast

The client and end customer achieved 46% reduction in time to operational stability which enabled the customer’s service scale from the original 100K benchmark to 2.5M subscribers over 18 months, marking their position as the 3rd largest US residential business and paving the way for expansion into new business markets.