Case study · Telecom

Driving Operational Excellence for a New MVNO

A newly launched MVNO built a dedicated operations support team with Fusion CX in under 30 days, stabilizing porting and activation workflows and reaching an 85%+ port success rate within six months of launch.
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Driving Operational Excellence for a New MVNO
85%+
port success rate within 6 months
Client
Newly launched Mobile Virtual Network Operator (MVNO)
Industry
Telecom · MVNO
Services
Operations support, incident management, analytics and consulting
Delivery
Offshore support team aligned to client operating hours
The results

Stable operations from the start.

Measured outcomes from the MVNO’s first months of operation.
85%+ | port success rate within 6 months ~50% | fewer reactive service tickets <30 | days to stand up the operations team
01Challenge

Porting fallout and production incidents threatened a new operator's growth.

A newly launched MVNO needed reliable operations from the start, with network provisioning and porting workflows critical to onboarding subscribers. High porting fallout risk, frequent production incidents and no established process documentation threatened customer experience and slowed growth.

Porting fallout risk

Failed ports risked customer frustration and churn.

Systems oversight gaps

Business systems and provisioning tools needed active monitoring.

Frequent incidents

Issues needed coordination across carriers, IT and dealers.

No documented processes

Scaling lacked process documentation and analytics.

02Solution

A dedicated operations support team, live in under 30 days.

Fusion CX built a dedicated operations support team in under 30 days and integrated it directly with the MVNO's business units. The team combined daily workflow monitoring, end-to-end incident triage, custom KPI dashboards and consulting expertise to design fallout handling and escalation playbooks.

Daily monitoring

Continuous oversight of activation and porting workflows.

Incident management

End-to-end triage with internal and external stakeholders.

Analytics and KPIs

Custom dashboards tracking MTTR, porting success and workload.

Fallout playbooks

Operational requirements, fallout protocols and escalation playbooks.

03Impact

Fewer fires to fight, and more room to grow.

Proactive monitoring stabilized porting and activation: the MVNO reached an 85%+ port success rate within six months of launch and saw roughly 50% fewer reactive service tickets, lowering MTTR and boosting uptime. System issues were identified proactively, cutting resolution times significantly.

With that operational foundation in place, the MVNO saw higher customer satisfaction and stronger subscriber retention, and could focus on expansion rather than firefighting.

New MVNOs earn subscriber trust by launching smoothly and resolving incidents fast.

04Key insights

What other programs can take from this.

  • For a new MVNO, a smooth launch, fast incident resolution and scalable operations are critical to subscriber trust and growth.
  • Proactive monitoring of porting and activation workflows reduces fallout and reactive ticket volume.
  • Documented fallout protocols, escalation playbooks and KPI dashboards give a new operator the foundation to scale.
Download the full case study

In this case study, you’ll see:

How proactive monitoring stabilized porting and activation workflows
The incident management approach, backed by custom KPI dashboards and escalation playbooks, that reduced MTTR and boosted uptime
The measurable outcomes: 85%+ port success within 6 months, ~50% fewer reactive tickets and an operations team live in under 30 days
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New MVNO
Case study · Telecom

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