THE CHALLENGE The customer is an incumbent telecommunications operator for wireless, voice, data and digital services for over 10 million subscribers. To drive growth and increase operational efficiency, the operator knew they needed to streamline their processes, specifically around mediation. Their incumbent solution was expensive to maintain and required extensive coding and development maintenance, which didn’t provide them with the agility they were after. In addition, they were faced with tens of thousands of backlogged mediation files that held insights relevant to many areas of the organization, from revenue assurance to product management and operations. As the increasing backlog grew, so did the imminent risk that files would be too aged to process and provide busin

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