Our committed client
Our partnership with this telecom client began in 2002. The client has since expanded their partnership with Glotel due to our exceptional delivery in the technical arena. They even presented Glotel with an Outstanding Customer Service Award, an honor recognized in The Wall Street Journal.
Client’s challenge: backhaul
The challenge the client faced was a common one for mobile companies large and small, as well as the industry as a whole: backhaul.
Specifically, how can the client increase capacity at the cell sites for the end users? The client’s call was to install over 5,000 more circuits calling it Project Mountain.
Glotel answers the call
Glotel was both strategically and operationally positioned to answer this call. We beat the competition by providing a turnkey service package for installation, testing, and extension of the T1s. Glotel was awarded this project also due to similar work we were performing for GSM Growth & 2nd Carrier.
Prior to project commencement, we worked closely with the provisioning managers to determine their needs in greater depth, and to develop a high-level technical team to conduct the project.
Glotel then built a plan to provide qualified, experienced people in their office working on their network to accomplish the requested tasks – all with the client having full visibility.
The scope of work
The office:
Systems:
CTS trouble/Service tickets
Generation, tracking, closing
IWOS tickets
Generation, tracking, closing
Granite
ASR Tracker
Civil work – where applicable
Identify, bid walk, propose, complete
LEC delivery
Schedule, meet, open site
Switch support
Troubleshooting, testing (loop, head-to-head)
Reporting
Scheduling
Civil work, installation, testing
The field:
Log in with the switch, and the FSD (Field Support Dept)
Check circuit ID for connectivity to the NIU
Install & ground the 6-port surge arrestor
Wire CAT5 cable from the LEC termination box (NIU) to the surge arrestor
Perform BERTesting (Bit Error Rate Test)
Label circuit
Troubleshooting (if necessary – loop test)
Log out with the switch and FSD
Report to Glotel manager(s) for close-out generation
Team building
Upon receipt of the SOW, Glotel gathered our technical experts to evaluate the client’s needs to ensure Project Mountain’s success. Our experts broke down the SOW and analyzed the requirements. At this point, they devised and deployed an experienced, customized support team.
Project Mountain’s new support team (The Glotel Team) assembled historical data to anticipate and resolve gating issues. The Glotel team members also input a plan of communication to guarantee we would exceed the client’s expectations.
Once the plan of communication was rendered, Glotel assigned the team members per the organization model below:
Cross-training
Recognizing how critical it is that disruptions in service do not occur, Glotel conducted cross-training.
Glotel cross-trained each Project Mountain resource to an existing member on the team, ensuring that each position had a backup.
Throughout the duration of the entire project, Glotel provided all services required without disruption. Still the client took solace that Glotel had all bases covered by filling in the gaps as a preemptive measure.
Lines of communication
Glotel opened the lines of communication by scheduling daily meetings with the client’s design, facility, and RF engineers. The intention of these meetings was to address any questions or concerns from the previous day’s activity, as well as to review the schedule for the next day.
Glotel outlined the agenda and timed the meetings to allow enough time should any emergency changes be made.
Glotel personnel were diligent in requesting a detailed schedule from the vendor providing the ETMC1 cards. In turn, Glotel could schedule accordingly to limit the number of re-visits to any site.
The project manager was in constant contact with the client’s network implementation manager, and the two solved any field issues and provided consistent updates on completion.
Further deterring potential barriers, the support team occupied a space provided by the client to ease internal communication.
Maximum delivery
The Glotel team transitioned the project’s closing with skill, speed, analysis, diligence, meticulous scheduling, and open lines of communication.
Glotel’s successful delivery on Project Mountain immediately resulted in the client awarding Glotel multiple new projects, including circuit work and troubleshooting.
The client remains today committed to Glotel with over 40 active projects, on all of which Glotel continues to customize and maximize delivery.