Industry experience

Telecommunications

Service, infrastructure, retail, lifecycle and rollout processes with high demand variability and many handoffs.

Anonymised portfolio applications

No client names or exact result figures are published.

Typical challenges

Improve service levels
Optimise staffing
Compare central and local models
Reduce customer walkouts
Govern rollout sequencing and resources

Relevant Somos-Co capabilities

Selected applications

Documented decision questions from practice

The examples are anonymised and summarised qualitatively. They describe modeling questions, scenarios and KPI types—not verified client outcomes.

Telecommunications service
From trouble ticket to resolution
Business challenge
How do demand, support skills, handoffs and priority rules affect response time and service-target performance?
Business outcome tested
The model connected customer requests, skills and handoffs into an end-to-end service flow and compared alternative operating modes.
Typical KPIs
- Lead time
- SLA performance
- Utilisation
- Process cost
Telecommunications after-sales
Staffing for technical incidents
Business challenge
Which staffing and process configuration supports service targets under a variable load of technical incidents?
Business outcome tested
The simulation compared staffing and incident flow using consistent service, time and cost indicators.
Typical KPIs
- Staffing capacity
- SLA performance
- Lead time
- Cost
Telecommunications infrastructure
Central or local data-centre service model
Business challenge
How do central and local service configurations compare across cost, utilisation, response time and service quality?
Business outcome tested
The model made cross-organisational trade-offs measurable and compared alternative service and responsibility mixes.
Typical KPIs
- Cost
- Utilisation
- Lead time
- SLA performance
Telecommunications IT
Workplace-device lifecycle
Business challenge
Which procurement, replacement and support rules balance availability, capital requirements, cost and lead time?
Business outcome tested
The scenarios compared lifecycle policies from a shared cost, availability and process perspective.
Typical KPIs
- Devices per employee
- Capital requirements
- Lead time
- Availability
Telecommunications retail
Customer flow and staffing in retail
Business challenge
How do customer arrivals, waiting, staffing and issue resolution affect walkouts and service performance?
Business outcome tested
The simulation connected customer flow with staffing and compared operational changes through consistent service indicators.
Typical KPIs
- Walkout rate
- Customers and sales
- Waiting time
- Utilisation
- Cost
Telecommunications rollout
Fibre rollout within a fixed budget
Business challenge
Which sequence, skills, contracts and resources support a predictable rollout within the budget envelope?
Business outcome tested
The model compared rollout sequences and resource decisions together with budget, speed and quality cost.
Typical KPIs
- Connections per period
- Lead time
- Cost per connection
- Material and quality cost
- Utilisation
Mobile-network rollout
Bottleneck and sequence analysis in network rollout
Business challenge
Where do process, skills or contracts constrain rollout, and which intervention sequence supports the overall plan?
Business outcome tested
The simulation located rollout constraints and compared sequencing, skills and contract alternatives.
Typical KPIs
- Lead time
- Utilisation
- Rollout throughput
- Depreciation exposure

Relevant solutions

Documented capability
Digital Twin Solutions
Represent business processes and physical systems digitally, compare scenarios and test decisions before implementation.
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Operational capability
Platform Services
The technical platform, delivery processes and managed operations for applications with clearly delimited operating accountability.
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