Customer Success Story

Major Telecoms company uses Leapwork to test and monitor network diagnostics platforms

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USE CASE

Continuous testing and monitoring of network diagnostics platforms for enhanced telecom service reliability

800+

tests automated in four months

20min→1min

from twenty minutes to less than one minute to identify a platform issue

75%

first contract resolution rate

For competitive reasons, the client has decided to participate anonymously in this story. Should you decide to go through the sales cycle with Leapwork, we are able to provide a reference call.

Challenge

This leading telecommunications company is a service-driven organization with a support desk that receives thousands of broadband-related calls per day. Network diagnostic platforms are critical to support rapid resolution of broadband issues, maintain a continuously high FCR Rate, and keep customers happy.

As the organization scales its network coverage and demand increases – accelerated by a rise in the number of people working remotely – the challenge is to protect FCR rates while reducing operational expenses (OPEX). Service desk agents, as well as agents in the field, rely on network diagnostic platforms to deliver rapid, high-quality customer support.

However, data scientists, who are responsible for the success of the organization's network diagnostics capabilities, found it took too long to manually test these platforms. A code-based approach with Selenium was tried, but this also required a lot of attention and therefore proved to be a non-scalable alternative.

Solution

To address the challenges of manual testing and ensure uninterrupted network diagnostics, the telecom company implemented Leapwork's no-code automation platform. By leveraging Leapwork, they established a robust testing framework that automates approximately 800 critical tests. These tests run every five minutes in a 24/7 cycle, providing continuous monitoring and instant alerts for any platform failures or issues.

With this solution, the organization achieved full test coverage, enabling the diagnostics team to quickly identify and resolve platform issues in less than one minute. This not only reduced operational delays but also allowed data scientists to focus on higher-value projects, enhancing overall efficiency and scalability.

Impact

The organization now use Leapwork to continually test and monitor these critical platforms to ensure their ongoing availability.

With Leapwork's no-code platform, they get the coverage needed and have freed up data scientists' time to concentrate on other high value work. Circa 800 tests run automatically in 5-minute intervals over a 24/7 cycle, to immediately notify the diagnostics team if something fails. The result is an average issue identification time of less than 1, down from 20 minutes.

For this provider, opportunities for automation don’t end at ensuring the stability and availability of reactive tools. The focus now is building a rigorously proactive diagnostics model, where it is possible to identify and solve broadband network issues before customers become aware and reach out to the service desk for support.

"Leapwork’s no-code platform has revolutionized how we handle network diagnostics. With over 800 tests running automatically 24/7, we’ve shifted from reactive troubleshooting to proactive innovation, identifying and solving issues before they ever affect our customers. It’s not just a tool – it’s a catalyst for delivering seamless experiences and redefining efficiency at scale."

Senior Data Scientist

Major Telecoms company uses Leapwork to test and monitor network diagnostics platforms

800+

20min→1min

75%

Challenge

Solution

Impact

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