Case Study

Supercharging ticket resolution for a global telecoms firm

See how we cut MetTel’s ticket time by 45% with intelligent automation.

Telecommunications

The Problem

MetTel is a global telecommunications provider serving businesses and government agencies in over 170 countries. As demand for their SD-WAN services surged, so did the volume of support requests, pushing their manual ticketing system to its limits.

Maintenance costs were soaring

With most of the issue resolution process still handled manually, including triage, alarming, and repair, MetTel’s maintenance costs were increasing in direct proportion to customer demand. Their support team was stretched, and the time to resolve SD-WAN service issues was becoming a barrier to scalability.

They needed to break the cost curve

To stay competitive, MetTel needed to automate their end-to-end incident management process, from email intake to resolution. The goal was clear: reduce resolution time, cut manual workload, and improve service quality while keeping operational costs under control.

What we did

We worked closely with MetTel’s team to build an intelligent ticketing system with automated triage capabilities. We called our intelligent automation solution Ticket Next Best Action (TNBA). By engineering a solution that automates both routine tasks and complex decisions in their incident management process, we dramatically reduced resolution times and operational costs.

Automating ticket triage and resolution

We developed a system that analyzes incoming trouble tickets, determines the optimal course of action, and initiates it automatically. This includes tasks like triage, alarming, and repair routing, which had previously been reliant on manual input.

Embedding AI-driven decision-making

Using AI models trained on historical ticket data and operator decisions, TNBA can make complex choices without human involvement. This ensures consistent, fast decision-making, even as support demands rise.

Creating a scalable automation framework

The system is built to handle high ticket volumes without additional headcount. It supports horizontal scaling across different issue types, laying the groundwork for broader automation across MetTel’s services.

Delivering measurable impact and efficiency

By automating the majority of the ticketing workflow, TNBA significantly improved service speed and accuracy. IT teams now focus on exceptions and higher-value tasks, while MetTel benefits from lower maintenance costs and improved customer satisfaction.

Results

52%

of corrective maintenance operations are now completely solved by AI

45%

reduction in resolution time

75%

correct next action predictions of tickets

“Intelygenz has worked in harmony with our operations and technology teams to help us tune an AI and automation environment that complements our employees and customers in real-time…In the telecom industry, perfection is unattainable but with our intelligent process automation solution, we can consistently navigate to positive outcomes quicker than standalone automation or AI.” Ed Fox, CEO of MetTel

With SD-WAN triage now fully automated and over half of corrective maintenance resolved entirely by AI, MetTel has dramatically reduced operational costs while improving speed, accuracy, and service quality. A further 23% of cases are now accelerated through AI-assisted decision support, and TNBA can correctly identify the next task stage 75% of the time, turning complex manual workflows into efficient, scalable processes.
This transformation solved a pressing operational challenge and positioned MetTel for long-term growth without added headcount. The success of TNBA played a key role in MetTel’s recognition as a 2024 Leader in the Gartner® Magic Quadrant™ for Managed Network Services, where their ability to execute and innovate stood out.

With a stronger margin between revenue and costs, and a future-proofed support system in place, MetTel is now operating with greater efficiency, and a sharper competitive edge in the global market.