Customer Success Story: Adtran

The telecom industry is changing fast. Businesses need high-performance networks for cloud services, IoT, and AI-driven applications. Consumers expect uninterrupted connectivity across multiple devices. To keep up, telcos are shifting to Everything-as-a-Service (XaaS), moving from rigid service models to flexible, subscription-based offerings that provide continuous value. Estimates suggest XaaS could be a $400 billion opportunity for network service providers by 2025. But this shift also brings operational challenges. Customers expect services to be available instantly, and many providers are struggling to adapt.

Large telcos have the advantage of scale, but this often comes with complexity, slow decision-making, and high costs. Challenger brands must take a different approach—focusing on agility, efficiency, and service innovation. Success depends on streamlined operations, automation, and real-time service management rather than just infrastructure size. Those that can modernise quickly will be in the best position to compete.

The Challenge: Competing Without Scale

Before XaaS, most telcos relied on static service models with fixed pricing and limited flexibility. Services were often delivered through disconnected systems and siloed teams, making it difficult to respond quickly to customer needs. Larger providers could offset these inefficiencies with their market presence, but challengers needed a different strategy—one that focused on efficiency, speed, and seamless service delivery.

The Complexity of Scaling XaaS

XaaS introduces new demands. Services must work across multiple geographies, devices, and infrastructures while remaining flexible and cost-effective. Many telcos still rely on legacy systems that were not built for this level of complexity. Managing hybrid environments—where cloud, on-premise, and mobile networks intersect—requires real-time visibility and automation. Without a modern service management approach, scaling XaaS can lead to inefficiencies, higher costs, and slower response times.

Building a Strong Foundation for XaaS

To succeed, telcos must improve how they manage services. Standardised processes, automation, and high-quality data are essential for reducing cost-to-serve, improving CSAT (Customer Satisfaction), and scaling efficiently. A structured service management model provides real-time insights, predictive automation, and streamlined workflows—helping businesses operate with greater speed and precision.

Empowering Employees to Deliver Better Customer Service

Customer experience depends on employee experience. When teams have access to the right tools, clear processes, and accurate data, they can resolve issues faster and deliver better service. A modern service management system removes manual inefficiencies, automates routine tasks, and provides real-time decision-making support. This improves productivity, reduces workload pressure, and allows employees to focus on high-value interactions. Strong internal systems lead to better customer experiences.

How Adtran Improved Service Efficiency

Adtran recognised these challenges following its merger with ADVA. To support its customers and scale efficiently, it needed to unify its internal support operations. Fusion helped Adtran by standardising processes, integrating service management tools, and automating key workflows. Using a structured approach, Fusion consolidated multiple support functions into a single, agile platform, providing real-time visibility and predictive automation. This transformation was completed in just six weeks, far quicker than the typical six to nine months for similar projects.

The Results

Adtran’s unified support model improved service speed, efficiency, and scalability. Resolution times decreased, bottlenecks were removed, and internal teams gained cross-functional visibility, enabling faster decision-making.

Automation and self-service tools lowered cost-to-serve and freed teams to focus on high-value tasks. A single source of truth for service performance provided real-time insights, ensuring continuous improvement.

This transformation created a future-ready support model, allowing Adtran to scale and adapt as industry demands evolve.

Want to see how they did it? Read the full case study: Customer Success Story: Adtran