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Optimizing Prepaid Service Assurance Through Device & Network Alignment

Improving Prepaid Network Reliability Through Device and Service Alignment

A leading telecommunications provider needed to improve the reliability of its prepaid wireless ecosystem as device capabilities and network technologies continued to evolve. Compatibility gaps between devices, network bands, and service features were affecting connectivity, feature performance, and the overall customer experience.

To strengthen service assurance and ensure consistent prepaid performance across devices and network environments, the organization required a structured approach to aligning device readiness, network compatibility, and operational processes.

Optimizing Prepaid Service Assurance Through Device & Network Alignment

The Challenge

Device & Network Gaps Disrupting Prepaid Service Reliability

The prepaid wireless ecosystem was experiencing device and network compatibility gaps impacting service experience. Apple iPhone Ultra Wideband (UWB) functionality was not operating consistently, and U2 network band compatibility issues were affecting connectivity and feature performance.

Additionally, fragmented coordination across platforms, product teams, vendors, and internal stakeholders created ambiguity in ownership. This lack of defined accountability delayed issue resolution, slowed device readiness, and affected overall service assurance for prepaid subscribers.

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The Solution

Structured Alignment Across Devices, Networks, and Teams

A structured service alignment and operational governance model was implemented to address device, network, and process gaps.

Key initiatives included:

  • Enabling diagnostic and validation tools such as Precision Finding and AirTag analytics to detect incorrect charges and anomalous data usage.
  • Ensuring Magenta Prepaid plan compatibility across devices, features, and network bands.
  • Configuring enterprise-ready device setups including eSIM enablement, hotspot provisioning, and secure VPN access.
  • Establishing clearer cross-functional workflows to streamline issue ownership and escalation paths.

This integrated approach improved device readiness, network compatibility, and prepaid service reliability.

Applications Managed

  • ServiceNow
    – Workflow management, ticket tracking, and accountability governance
  • Splunk
    – Real-time monitoring, log analysis, and incident diagnostics
  • SAP Care
    – Technical support enablement and knowledge resources
  • Cbot (Telecom Chatbot)
    – Automated customer support for billing, account queries, and service requests

These platforms enabled proactive monitoring, faster resolution cycles, and improved service transparency.

The Outcome

Reliable Prepaid Service, Faster Resolution, Better Experiences

  • Improved compatibility between devices and prepaid network bands
  • Enhanced reliability of UWB-enabled features such as Precision Finding
  • Streamlined prepaid device onboarding and configuration processes
  • Faster issue resolution through defined ownership and workflows
  • Strengthened customer experience through improved service assurance
  • Increased operational efficiency via automation and monitoring tools

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Aditi is a leading digital engineering services company. We partner with established and emerging enterprises by leveraging borderless talent across three continents to achieve transformative outcomes that will reshape their trajectory. We lead and support our clients’ efforts to design, build, and operate the products, systems, and processes required to deliver impact by leveraging deep insights, practical knowledge, and human spirit.