Telco Giant Saves 100,000 Staff Hours to Fuel Subscriber Growth and Loyalty with Resolve Automation

Organization Profile

Industry: Telecommunications
Company Size: 5,000+ Employees
Region: Africa
Services: Broadband, mobile, enterprise data, and digital communication services across a multi-vendor regional network

Achieving Growth and Maintaining Loyalty Through Automation

A major telecommunications provider headquartered in Africa set out to grow its subscriber base and maintain customer loyalty. To do that, it first needed to evolve its network infrastructure without sacrificing performance, while significantly improving operational efficiency across existing processes.

This meant reducing manual burden, cutting down error-prone tasks, and empowering teams to meet business demands faster—all without compromising on service quality or compliance.

Tackling Network Configuration and Operational Bottlenecks

The telco identified network configuration as its most urgent area for improvement. Manual configurations were not only slow and inefficient, but also error-prone—causing delays and service disruptions that hindered both IT agility and customer experience.

Common issues included:

• Incorrect or incomplete configuration requests
• Human errors that introduced security and service risks
• Long delays due to manual approvals and validation
• Time-consuming service assurance checks
• Inefficient log reviews and diagnostics

These challenges were amplified by the growing complexity of managing a multi-vendor environment—making process standardization and speed nearly impossible without automation.

A Platform for Scale: Resolve Actions + Automation Exchange

The telco turned to Resolve Actions and Automation Exchange to modernize its network operations. Together, these platforms provided a scalable solution for end-to-end automation—from receiving planner inputs to validating and deploying configurations across distributed devices.

Key enhancements included:

• Electronic validation of config data before submission
• Adherence to SOPs through structured workflow enforcement
• Real-time device validation for speed and accuracy
• Integration with third-party tools to streamline updates and inventory management
• Automated reminders and approval workflows to eliminate delays
• Consistent quality assurance with repeatable, validated processes

Resolve's low-code platform, combined with Automation Exchange's prebuilt vendor integrations, accelerated deployment while enabling standardization across disparate systems.

Strategic Scaling Across the Business

What began as a tactical fix soon evolved into a strategic automation program. The telco quickly expanded beyond initial use cases to build a broad automation footprint across both Network Operations and IT Operations.

They formed a Center of Excellence (CoE), staffed with five automation SMEs, to promote best practices, coach internal teams, and scale responsibly. With Resolve's intuitive tooling and automation governance model, the organization was able to:

• Rapidly build and deploy impactful workflows
• Onboard new automation talent with minimal ramp time
• Reduce time spent on repeatable configurations
• Strengthen collaboration across IT and network engineering

Measurable, Meaningful Results

In just one year, the telco saw transformative outcomes:

• Over 100,000 staff hours saved
• 32 automation use cases deployed
• 147 workflows identified for future automation
• Expansion into IT Operations, with 10 additional use cases live
• Stronger employee engagement, driven by upskilling and culture shift

With an automation-first mindset taking hold across departments, the telco is now well-positioned to scale further, accelerate ROI, and meet subscriber expectations with greater agility and precision.

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 telecom leaders are redefining operational efficiency with Resolve.