T-Mobile knew they needed a way to scale operations to accommodate the growing volumes of network events and outages they deal with on a daily basis. With more than 500K alarms per day, they knew they needed Resolve’s robust platform to simplify, automate, and accelerate their operations.

Customer Objectives

Since cell tower outages were causing major impacts to their customers, T-Mobile needed a way to validate customer service complaints, perform diagnostics to determine problem areas, and fix these quickly. With a daily rate of 500K alarms coming in, their Tier 1 analysts couldn’t keep pace when each alarm was taking 15 minutes to address. They also wanted to automate a set of complex manual testing procedures on thousands of cell towers. By running these procedures consistently, they can verify mobile connectivity for their millions of subscribers.

Solution Overview

Each hour, Resolve polls the entire radio network and compares outages it finds to detect tickets and events. It then automatically opens these tickets and generates validated events to the NOC for follow-up. By sending “complete coverage reports/outages by market” to each of the market owners, Resolve provides T-Mobile unprecedented and accurate visibility into real-time network health and performance.

“We are able to go out to 57,000 cell towers every 15 minutes and bring back status updates to our entire team reducing unnecessary truck rolls and giving the care team exact information on the status of a customers’ cell service.” ―Ray Nettleship, T-Mobile, Director, Operations Support and Network Management Systems

Key Benefits

  • 40,000-man hours annual savings through automated hourly testing of an entire radio network, automated incident resolution, and daily network health reports
  • Improved visibility and control – Outages are detected quickly and fixed before customers even notice
  • Faster service delivery – In six months, the T-Mobile team realized 1100 port activations and now executes 4500+ run-book automations per month with Resolve

Industry: Telecommunications

Company Size: 45,001 – 50,000 Employees

About T-Mobile:
T-Mobile is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company’s advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers.