Case Research
Rising UK fiber web supplier LilaConnect migrated to gaiia in 16 weeks. Right here’s how they made it occur, and the way it paid off.
LilaConnect, the retail subsidiary of The Freedom Fibre Group, delivers full-fiber broadband to communities throughout the northwest of the UK. However, with a technique of fast development throughout a number of cities and areas, the corporate wanted a contemporary operations platform that would scale as quick as its community.
After challenges with an inner system that had reached its limits and a failed migration to a different platform, LilaConnect turned to gaiia to modernize its operations and create a greater buyer expertise.
Why LilaConnect selected gaiia
LilaConnect required a versatile, API-driven OSS/BSS that would combine seamlessly with its community operator’s programs and help an environment friendly, scalable retail ISP expertise.
Key concerns included:
- An API-first structure for real-time provisioning and activation.
- A scalable billing and product catalog able to supporting future development.
- Workflow automation to eradicate guide steps and enhance pace to serve.
- A contemporary, branded checkout and subscriber portal to reinforce the client journey.
After evaluating a number of distributors, LilaConnect selected gaiia for its open, modular structure, confirmed supply timelines, and collaborative implementation mannequin designed for complicated integration environments.
“We wanted a accomplice who might transfer quick, but in addition give us the construction and adaptability to construct the suitable basis. gaiia helped us do each.”
—Phil Steed, Head of Platforms, LilaConnect
Delivering enterprise worth in 16 weeks
LilaConnect’s implementation targeted on enabling a whole buyer onboarding stream, connecting each step from availability examine to activation. gaiia enabled LilaConnect to launch a branded on-line checkout that related LilaConnect’s new web site, instantly with their community serviceability.
From the primary buyer order, the brand new system has considerably diminished guide work throughout groups, streamlining how new prospects are onboarded and the way in-life service modifications are dealt with.
“The brand new checkout and automatic workflows have considerably diminished the guide effort required to onboard prospects and handle service modifications.”
—Tom Ives, Head of Gross sales Operations, LilaConnect
The “fab 5” workflows
Each gaiia and LilaConnect groups targeted on 5 core workflows that energy day by day operations: activation, suspension, reactivation, pace change, and repair deactivation. Inbuilt gaiia’s Workflow editor, every course of is totally automated and configurable, giving LilaConnect management to adapt and scale as they develop.
Key integrations
The go-live included integrations with:
- LilaConnect’s community provisioning API
- Stripe and GoCardless (funds)
- Sonalake PivOTS (One Contact Change)
- HubSpot, M365, and Twilio (CRM and communications)
The end result was a totally automated onboarding and activation course of that now runs by means of a single system, lowering delays, growing transparency, and bettering the expertise for each prospects and help groups.
Implementation method: The best way to speed up time to market
Past the technical success, LilaConnect’s mission has turn out to be a mannequin for a way ISPs can deliver providers to market sooner by means of readability, iterative growth, and tight scope management.
Listed here are the important thing rules that made the distinction:
- Begin with the “minimal viable course of”
- Relatively than ready for each edge case, LilaConnect and gaiia targeted on the 5 most important workflows that represented 90% of buyer journeys. This “Fab 5” mindset allowed the crew to ship early enterprise worth whereas deferring non-critical automations to Part 2.
- Standardize early
- From the primary migration dry-run, the crew enforced normal information fashions, requiring distinctive property identifiers (UPRNs) and canonical product constructions. This diminished friction throughout imports, simplified integrations, and made it simpler to automate provisioning.
- Combine by means of APIs, not workarounds
- With Freedom Fibre’s open-access API as the inspiration, gaiia related each main system (billing, community, appointments, and repair standing) by means of direct, authenticated API calls. No CSVs, no scripts. This ensured real-time accuracy throughout programs from day one.
- Use workflows as the only supply of fact
- Every operational course of (activation, modification, or cancellation) was designed as a self-contained, auditable workflow in gaiia. This construction allowed operations and engineering groups to collaborate in the identical system with out counting on customized code or guide handoffs.
- Keep aligned with a devoted cross-functional crew
- Weekly syncs throughout enterprise, technical, and engineering stakeholders from each LilaConnect and gaiia created steady suggestions loops. Selections had been made quick, blockers had been surfaced early, and groups shared the identical real-time visibility into progress.
The outcomes
In simply 16 weeks, LilaConnect transitioned from a constrained in-house system to a totally built-in, API-driven OSS/BSS atmosphere that connects each a part of the client journey, from on-line checkout to activation.
Picture supplied courtesy of gaiia
The impression was rapid. The brand new checkout and automatic workflows diminished guide intervention throughout groups and dramatically improved buyer onboarding pace. What as soon as required a number of programs and guide coordination now runs seamlessly inside gaiia.
“Our earlier quickest sale ever was 19 minutes from checkout to activation. On gaiia, we achieved it in 4 minutes.”
—Matt Ogden, Director of Gross sales & Advertising, LilaConnect
The LilaConnect crew now has a single related platform that:
- Processes orders and activations in actual time by means of its community provisioning API
- Automates provisioning, billing, and repair modifications with out guide tickets
- Offers prospects with a clean, branded digital expertise from buy to set up
With guide duties changed by automation, LilaConnect has strengthened operational effectivity and created a scalable mannequin for future development whereas bettering the subscriber expertise at each step.
This content material is dropped at you by gaiia.
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