Field maintenance for optical systems technology leader

How an American technology company, known for its optical connectivity expertise, elevated customer experience to consistently drive growth and deliver on brand promise.

WHAT THEY NEEDED

Better delivery consistency to drive strategic improvements

A global supplier of telecommunications networking equipment, software and services relied on a large patchwork of providers with no partnerships. This resulted in challenges, including an inconsistent delivery experience and limited ability to drive strategic improvements of capabilities and service levels.

The company needed a partner with field maintenance and deployment capabilities that would eventually help reduce the supplier base for improved consistency to deliver a seamless experience for its customers.

WHAT WE DELIVERED

Comprehensive field maintenance services across multiple optical networking platforms

NCR Atleos Telecom and Technology delivered a comprehensive suite of services across multiple optical networking platforms, ensuring seamless global connectivity and operational excellence. We provided field maintenance for more than 7,400 customer sites in 51 countries, including fiber optic installations at more than 3,000 points of presence.

Our deployment services conducted site surveys through to equipment cabling and installation, enabling efficient network expansion. To guarantee optimal performance, we delivered professional services for optical commissioning, testing and turn-up.

Our team successfully ensured rapid and reliable issue resolution worldwide, managing more than 12,000 requests each month through our dedicated help desk services, including voice, web and email touchpoints.

WHAT HAPPENED NEXT

Supplier base reduced from 100+ to a few strategic partners

NCR Atleos successfully reduced the supplier base from more than 100 to a few strategic partners, resulting in streamlined operations. Additionally, we increased attach rates and expanded service offerings into new countries and markets to accelerate services growth. Through an expanded help desk service, we have also strengthened customer support capabilities.

These initiatives enabled the company to achieve its top priority—improving customer experience and delivering on its brand promise.