Case study · Telecom

Unlocking Advanced Analytical Support for an MVNO

An established MVNO moved from reactive firefighting to predictive, data-driven operations with a consulting-led Fusion CX model, using Arya AI for real-time insights and custom KPIs to reduce MTTR and fallout.
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Unlocking Advanced Analytical Support for an MVNO
30 days
to recruit and train the offshore team
Client
Established mobile virtual network operator (MVNO)
Industry
Telecom · MVNO
Services
Analytics consulting, custom KPIs and dashboards, operations support
Delivery
Right-shore, offshore operations team with 24/7 coverage
The results

From reactive to predictive.

What changed once analytics drove operations.
30 days | to recruit and train the offshore team 24/7 | operations coverage
01Challenge

Escalations and blind spots were driving MTTR up.

An established MVNO with growing subscriber volumes needed to move beyond reactive service. Service teams were overwhelmed by escalations and backlog, visibility into system performance and customer pain points was limited, and a lack of actionable analytics held back decision-making.

Escalation backlog

Overwhelmed teams pushed mean time to resolution higher.

Limited visibility

Little insight into system performance or journey pain points.

Reactive workflows

Porting, incident handling and fallout needed proactive measures.

Missing analytics

No actionable reporting to guide decisions or optimize CX.

02Solution

A consulting-led, analytics-powered operating model.

Fusion CX embedded an integrated consulting team with the MVNO's business units and introduced Arya AI for real-time insight into incident trends, system jeopardies and customer experience gaps. Custom KPIs and dashboards, proactive engagement and a right-shore team recruited and trained within 30 days completed the model.

Integrated consulting

Co-developed requirements, escalation protocols and communication.

Arya AI analytics

Real-time insight into incidents, jeopardies and CX gaps.

Custom KPIs and dashboards

MTTR, CSAT, port success and workload forecasting.

Right-shore staffing

Offshore team recruited and trained within 30 days.

03Impact

Insight-driven operations, faster resolutions and stronger retention.

Real-time analytics gave the MVNO data-driven visibility across operations, enabling informed decisions and faster interventions. Streamlined incident management reduced MTTR, proactive service handling lifted customer satisfaction and retention, and improved operational efficiency reduced fallout and smoothed workflows.

The MVNO moved from reactive service to predictive, insight-driven operations, gaining a competitive edge in a crowded market.

The fastest fix is the one your analytics spotted before the customer did.

04Key insights

What other programs can take from this.

  • Real-time analytics turn incident trends and system jeopardies into early, actionable signals.
  • Custom KPIs for MTTR, CSAT and port success give MVNO teams a shared view of performance.
  • Training support teams to spot system issues early reduces fallout and protects retention.
Download the full case study

In this case study, you’ll see:

How Arya AI analytics uncovered incident trends and customer pain points
The custom KPIs and dashboards, for MTTR, CSAT, port success and workload forecasting, that powered smarter decisions
The outcomes: reduced MTTR and fallout, higher CSAT and retention, and a right-shore team trained within 30 days for 24/7 coverage
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Established MVNO
Case study · Telecom

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    The Fusion CX‑factor

    40+delivery locations
    13countries
    28languages supported
    22years in CX
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