Syniverse Cuts Manual Load, Meets SLAs, and Empowers Teams to Innovate at Scale

Organization Profile

Industry: Mobile Communications
Company Size: 1,000+ Employees
Region: United States
Services: Number porting and interoperability services for mobile network operators, supporting high-volume subscriber transitions with speed, compliance, and reliability

Breaking Bottlenecks in a High-Volume Environment

As the leading provider of number porting services in the U.S., Syniverse is responsible for ensuring mobile users can retain their phone numbers when switching carriers. This process—although essential—was largely manual, involving technicians copying request details into partner systems via PDFs, faxes, or GUIs.

With thousands of porting requests each day, this method was error-prone, time-consuming, and unsustainable, especially during peak periods triggered by carrier promotions. The burden of overtime was significant, affecting both employee well-being and the organization's ability to meet critical service-level agreements (SLAs).

"We work in a competitive industry," said Bob Bruce, Product Manager at Syniverse. "We need to provide this service quickly to meet our customers' expectations and to maintain our margins."

From Manual Chaos to Intelligent Automation

Syniverse partnered with Resolve to modernize and streamline the porting process. With executive sponsorship to create a culture of operational efficiency, the team worked closely with Resolve to map out porting workflows and implement secure, scalable automations.

Resolve Actions automated 65% of the porting volume—eliminating manual data entry, ensuring compliance with industry standards, and integrating seamlessly with partner systems. What once took three minutes per request now takes under a minute, with significantly fewer errors.

As a cloud-native platform, Resolve also removed infrastructure management overhead for Syniverse's IT team, while ensuring sensitive customer data remained protected with advanced security and governance controls.

Elevating the Team and the Customer Experience

The automation rollout delivered immediate improvements across key dimensions:

• Zero overtime hours for porting staff
• Consistent SLA adherence, reducing penalties and reputational risk
• Improved employee morale and work-life balance
• Higher customer satisfaction, driven by faster response times
• Greater agility to onboard new mobile operators and scale service

Employees were also empowered to focus on quality assurance, troubleshooting, and innovation—tasks that had previously been sidelined by porting overload. Senior Manager Michelle Holt reflected on the shift:

"Now, [with Resolve], we're able to do more follow-ups and troubleshoot issues that come up. This leads to greater efficiency and the opportunity to create additional automations."

Unlocking a Culture of Continuous Improvement

Automation didn't just streamline a critical process—it changed the mindset of the team. With the time saved, Syniverse began expanding automation into additional workflows, including smaller regional mobile operators previously excluded due to volume thresholds.

"Automation is addictive," Bruce said. "Once you have successfully automated one process, you start to look for other opportunities. Freeing up our time allows us to think outside the box and grow the business without adding staff."

Results at a Glance

• Porting time reduced from 3 minutes to <1 minute
• 65% of port requests fully automated
• Overtime eliminated entirely
• Reduced human error and SLA penalties
• Improved security and compliance
• Team capacity redirected to strategic, customer-facing tasks

Ready to Achieve Similar Results?

Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization—or request a custom demo to see how leaders like Syniverse are redefining operational efficiency with Resolve.