The bits of Telcos
still run on spreadsheets.
Legacy OSS/BSS stacks, manual provisioning queues, contractor ops held together by a shared inbox — we find the thirty-year-old workflow and replace it with something that runs itself.
(from 3 h 14 min)
completed on time
vs. manual campaigns
Telco runs on systems built before most of its employees were born.
The network works. The billing works. The problem is the twenty-three manual steps between a customer signing up and a signal appearing on their phone — and the seventeen people touching those steps every single day. We automate the typing and the coordination — the people keep the judgement calls.
Contractor coordination
Visits assigned by email, progress tracked in a WhatsApp thread, ETAs estimated by the technician on their way out the door.
Service activation lag
SIM activation queues staffed by people copying order IDs between four systems that were never designed to speak to each other.
Billing anomalies hiding in plain sight
Duplicate charges, pricing errors, and roaming spikes that take three billing cycles to surface — if anyone notices at all.
Five processes that run themselves.
The backbone of telco ops — scheduling, activation, billing, churn, and incidents — each replaced with an agent that doesn’t need a follow-up email.
Contractor Visit Scheduling and Logistics
Inbound work orders are matched to available contractors by skill, proximity, and current workload — then dispatched with full job context, customer contact details, and a confirmed time window. No dispatcher required.
- Work orders assigned in under 90 seconds from receipt
- Customers receive automated ETA and confirmation SMS
- Unassigned visits surface automatically for human review
Service Activation and Provisioning
Each activation request moves through a multi-step provisioning pipeline — identity check, profile assignment, network registration, confirmation — without a human carrying the order between systems. The queue drains itself.
- Average activation time: 4 minutes (from 3 h 14 min)
- 98.4% success rate on first attempt
- Failed activations automatically retry and alert
Billing Anomaly Detection and Resolution
Every billing record is scanned for duplicates, pricing errors, unusual usage spikes, and roaming miscalculations. Obvious anomalies are resolved automatically; edge cases are queued for one-click human review with full context attached.
- Anomalies detected same-day, not next billing cycle
- 87% of flagged cases resolved without human touch
- Prevents customer complaints before they’re filed
Customer Churn Recovery Campaigns
At-risk customers are identified by behavioural signals — usage drop, support contact frequency, contract age — and placed into targeted outreach sequences. The right message reaches the right customer before they’ve opened a competitor’s app.
- 12× recovery rate vs. generic retention campaigns
- Personalised outreach triggered within 2 hours of risk signal
- Campaign performance tracked and tuned automatically
Network Incident Notification and Triage
Incoming incidents are classified by type and severity, routed to the right team, and — where possible — auto-closed before a human has been paged. NOC gets a pre-diagnosed ticket, not a raw alarm from a system no one remembers deploying.
- Auto-triage classifies 94% of incoming tickets
- Critical incidents paged to the right team in under 60 s
- Duplicate and noise tickets closed automatically
Five modules that keep the field moving.
The contractor side of telco — job dispatch, tracking, communication, sign-off, and performance — coordinated without anyone manually managing any of it.
Job Release and Smart Bidding
Open jobs are broadcast to qualified contractors with a smart match score based on skills, proximity, availability, and past performance. Contractors see the right jobs first; the best matches are surfaced automatically — no dispatcher required.
- Job fill time reduced from hours to minutes
- Match scores factor in 12 contractor attributes
- Bidding windows close automatically at optimal fill
Real-Time Location and Progress Tracking
Every active contractor’s location, job status, and ETA is visible in one place — updated automatically as they move. Customers receive live ETAs; managers see delays before they become missed appointments.
- Live ETA pushed to customer when contractor departs
- Delays flagged automatically with suggested re-routing
- Job status updated without contractor input
Customer Contact Verification and Logging
Before each visit, the agent confirms the appointment, verifies the address, captures access instructions, and logs everything to the CRM automatically. The contractor arrives with full context; the customer never wonders if anyone’s coming.
- Pre-visit contact completed for 98% of scheduled visits
- Access instructions and special notes logged automatically
- All contact attempts logged to CRM with timestamp
Quality Assurance and Completion Sign-Off
At job completion, the agent walks the contractor through a structured QA checklist, collects photo evidence and customer sign-off, and submits the completed record — automatically scored, timestamped, and filed. No paper, no missed steps, no disputes three weeks later.
- 100% of completed jobs have a filed QA record
- Photo evidence and sign-off captured in-app
- QA score used to weight future job matching
Contractor Performance Analytics and Ratings
Every job completion, QA score, customer rating, and on-time record feeds a live contractor scorecard. Performance data informs smart bidding, surfaces coaching opportunities, and gives managers a clear view of who to call when the priority job comes in.
- Scorecards updated automatically after each job
- Performance data feeds directly into job matching
- Low-score contractors flagged for review, not surprise
Ask about your specific friction.
We’ll tell you which of these modules applies to your stack and what a realistic first step looks like — usually smaller than you expect, and faster to ship.
Tell us where your ops break.
We’ll come back with a concrete starting point — usually one module, one workflow, demonstrable value before the next billing cycle.
hello@cueroinc.com