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 progress throughout a number of cities and areas, the corporate wanted a contemporary operations platform that might 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 might combine seamlessly with its community operator’s programs and help an environment friendly, scalable retail ISP expertise.
Key issues included:
- An API-first structure for real-time provisioning and activation.
- A scalable billing and product catalog able to supporting future progress.
- Workflow automation to remove guide steps and enhance velocity 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 advanced integration environments.
“We would have liked a associate who might transfer quick, but additionally give us the construction and suppleness to construct the best basis. gaiia helped us do each.”
—Phil Steed, Head of Platforms, LilaConnect
Delivering enterprise worth in 16 weeks
LilaConnect’s implementation centered on enabling a whole buyer onboarding move, connecting each step from availability test to activation. gaiia enabled LilaConnect to launch a branded on-line checkout that related LilaConnect’s new web site, immediately with their community serviceability.
From the primary buyer order, the brand new system has considerably lowered guide work throughout groups, streamlining how new prospects are onboarded and the way in-life service adjustments are dealt with.
“The brand new checkout and automatic workflows have considerably lowered the guide effort required to onboard prospects and handle service adjustments.”
—Tom Ives, Head of Gross sales Operations, LilaConnect
The “fab 5” workflows
Each gaiia and LilaConnect groups centered on 5 core workflows that energy every day operations: activation, suspension, reactivation, velocity 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 Swap)
- HubSpot, M365, and Twilio (CRM and communications)
The consequence was a totally automated onboarding and activation course of that now runs by a single system, lowering delays, growing transparency, and enhancing the expertise for each prospects and help groups.
Implementation strategy: Tips on how to speed up time to market
Past the technical success, LilaConnect’s undertaking has change into a mannequin for a way ISPs can deliver companies to market sooner by readability, iterative improvement, and tight scope management.
Listed here are the important thing ideas that made the distinction:
- Begin with the “minimal viable course of”
- Reasonably than ready for each edge case, LilaConnect and gaiia centered on the 5 most crucial workflows that represented 90% of buyer journeys. This “Fab 5” mindset allowed the workforce to ship early enterprise worth whereas deferring non-critical automations to Part 2.
- Standardize early
- From the primary migration dry-run, the workforce enforced commonplace information fashions, requiring distinctive property identifiers (UPRNs) and canonical product buildings. This lowered friction throughout imports, simplified integrations, and made it simpler to automate provisioning.
- Combine by APIs, not workarounds
- With Freedom Fibre’s open-access API as the muse, gaiia related each main system (billing, community, appointments, and repair standing) by direct, authenticated API calls. No CSVs, no scripts. This ensured real-time accuracy throughout programs from day one.
- Use workflows as the one supply of reality
- 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 workforce
- Weekly syncs throughout enterprise, technical, and engineering stakeholders from each LilaConnect and gaiia created steady suggestions loops. Selections have been made quick, blockers have 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 setting that connects each a part of the client journey, from on-line checkout to activation.
Picture supplied courtesy of gaiia
The impression was speedy. The brand new checkout and automatic workflows lowered guide intervention throughout groups and dramatically improved buyer onboarding velocity. 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 and marketing, LilaConnect
The LilaConnect workforce now has a single related platform that:
- Processes orders and activations in actual time by its community provisioning API
- Automates provisioning, billing, and repair adjustments with out guide tickets
- Supplies 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 progress whereas enhancing the subscriber expertise at each step.
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