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Mobily – FTTH ODB Installation Management Solution
Transforming FTTH Service Delivery Through Intelligent Geographic Segmentation and Automated Order Management
Company Name
Mobily Telecom Saudi
Industry
Telecom
Impact
Enabling smarter, scalable, and customer-centric service delivery
Application
Web Application
Background
Mobily is one of Saudi Arabia's leading telecommunications and digital services providers, delivering broadband, mobile, and fiber connectivity services to millions of customers across the Kingdom. As part of its continued investment Fiber-to-the-Home in (FTTH) infrastructure, Mobily expanded the deployment of Optical Distribution Boxes (ODBs) to support growing demand for high-speed internet services. As FTTH coverage expanded across diverse geographic regions, Mobily required a more structured approach to manage installation requests, coordinate field operations, and support large-scale service delivery efficiently.
Challenges Faced
Business Challenges
Inefficient Resource Deployment
Field teams were often dispatched without sufficient demand concentration, resulting in suboptimal utilization and increased operational overhead.
Inconsistent Customer Experience
Installation timelines & service fulfillment varied significantly across regions due to the absence of standardized operational processes. Installation timelines & service fulfillment varied significantly across regions due to the absence of standardized operational processes.
Limited Operational Visibility
Customers and operational teams lacked a unified view of installation requests, reducing transparency and slowing issue resolution.
Scalability Constraints
Existing processes were not designed to efficiently support increasing installation volumes & ongoing FTTH network expansion.
Lack of Geographic Service Segmentation
The absence of a structured zone and zip code framework made it difficult to apply consistent policies operational and installation planning across different regions.
Technical Challenges
Multi-Zone Business Rule Management
Implementing distinct operational logic for multiple geographic zones while maintaining centralized process control.
Demand-Based Installation Automation
Building mechanisms capable of evaluating regional thresholds demand and automatically initiating installation workflows.
Real-Time System Synchronization
Maintaining consistent order status & lifecycle information customer across portals, middleware platforms, & CRM systems.
Dynamic Scheduling & Delivery Planning
Supporting automated delivery timeline calculations on based zone-specific conditions and demand patterns.
Cross-Platform Process Orchestration
Coordinating interactions between customer channels, payment processes, operational systems, and installation workflows.
Solutions
Zone Based Service Management Framework
Designed and implemented a geographic segmentation model that organized service areas into operational zones, enabling region specific processing rules and more effective service planning.
Intelligent Demand-Driven Deployment
Introduced automated demand evaluation capabilities that align field deployment activities with actual installation demand, improving resource utilization and operational efficiency.
End-to-End Order Lifecycle Automation
Automated key stages of the installation journey including request creation, payment validation, scheduling, fulfillment tracking, inquiry management, and cancellation processing.
Unified Customer and Operations Experience
Integrated customer-facing channels with back-office operational systems to provide real-time visibility, consistent execution, and improved service transparency.
Scalable Service Delivery Platform
Established a flexible operational framework capable of supporting future FTTH expansion, evolving requirements, business increasing installation volumes.
Business Outcome
Critical Service Journey
Optimization
80% improved performance across key customer and operational service journeys, delivering measurable efficiency gains throughout the installation lifecycle.
Order Modification
Efficiency
77%
faster processing of order adjustments
and
requests
change
through
streamlined workflows and reduced
manual
effort.
Customer Service Request
Processing
Enhancement
35%
Improved efficiency of customer
service request handling through
workflow automation and process
standardization.
Business Connectivity Provisioning Improvement
66%
Enhanced execution speed for
connectivity-related service requests,
reducing delays and improving service
delivery
efficiency.
Network Service Activation
Acceleration
66%
reduced service
provisioning
timelines, enabling quicker installation
readiness and improved operational
responsiveness.
Enterprise
Optimization
59%
service
Provisioning
Improved efficiency of customer
service request handling through
workflow automation and process
standardization.
