Reducing Fiber Installation Failures

Problem

The Telecom company faced a growing challenge in delivering fiber to Small and Medium Enterprises (SMEs) and residential customers. Despite high demand, the failure rate during fiber installation remained unacceptably high, due to:

• Lack of visibility on failed installations (only successful events were logged)

• Incomplete technician feedback

• Disconnected systems between technicians, customer service, and marketing

• Repetitive troubleshooting steps for recurring failures

This resulted in customer dissatisfaction, wasted technician hours, lost revenue, and a lack of actionable data to improve operations.

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Objectives

• Identify and reduce the root causes of fiber installation failures

• Improve the data collection process from the field

• Empower technicians and customer service with better tools

• Increase successful installation rate and optimize resource usage

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Our Actions

1. Created a New Diagnostic Portal – 'Diagnostic-Connectivité'

   • Designed and launched a web platform from scratch

   • Initially targeted internal technicians, later opened to external contractors and end users

   • Integrated real-time tracking of both successful and failed installations

2. Transformed Data Logging Culture

   • Worked with field teams to educate technicians on the value of logging failed events

   • Built a UX that made feedback easy, fast, and integrated into their routine

   • Added logic to capture key failure patterns (e.g., missing equipment, network conflict, poor prep)

3. Agile Product Ownership & Iterative Rollout

   • Ran ideation workshops, pilot tests, and user interviews in 5 departments

   • Scaled usage from 100 to 200,000 daily users over 3 years

   • Aligned stakeholders from IT, operations, and marketing for adoption

4. Improved Cross-functional Collaboration

   • Ensured the diagnostic data was visible across teams (tech, marketing, call center)

   • Collaborated with AI teams to automate analysis and support smarter routing decisions

   • Implemented a knowledge loop from field to product development

Results

• Reduced fiber installation failure rate by 5% nationally

• Saved €8 million annually through improved efficiency and fewer second visits

• Improved customer experience and time to connect

• Created a reliable dataset for further AI-driven optimization and proactive issue resolution

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