From 500,000 incidents to 90,000: Rebuilding application support for a major telecom operator
One of Latin America's largest telecommunications operators needed to overhaul a fragmented application support model and raise the quality bar on its customer-facing mobile app. Getronics supported the operator through multiple initiatives, including the redesign of its application support model and the implementation of a dedicated QA and testing capability for its flagship mobile app. The result was measurable improvement in incident volume, resolution speed, and customer satisfaction.
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- Industry: Telecommunications
- Region: South America (Argentina)
The client is a major Latin American telecommunications operator running a digital ecosystem that supports over 20 million active lines. In its Argentine operations, it employs more than 11,000 people and serves over 16 million users across critical internal tools, mobile apps, and web platforms, all requiring high availability and specialised support.
Getronics partnered with the operator across two major workstreams: redesigning a fragmented application support model burdened by recurring incidents, and building a dedicated testing factory and QA service to raise the quality, performance, and accessibility of the operator's flagship consumer mobile app.
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Challenge
The operator faced a fragmented support model with multiple touchpoints and a high volume of recurring incidents across mission-critical applications that required 24/7 availability.
Solution
Getronics deployed a team of over 120 specialists to deliver a unified Tier 1 and 2 service desk, application managed services, agile development, proactive monitoring, and a dedicated QA and testing factory for the operator’s flagship mobile app.
Results
Tier 1 incidents fell by 82%, end-to-end resolution time dropped by 85%, customer satisfaction held above 99% throughout 2024, and over 2,000 code defects were resolved across the app before reaching production.
A fragmented support model under pressure from 24/7 demand
The operator’s application support model had grown fragmented over time. Multiple touchpoints, separate service tiers, and a high volume of recurring incidents made it harder to maintain consistent service levels across mission-critical systems.
The company’s digital operations, spanning customer onboarding, billing, apps, web platforms, and chatbot services, all required 24/7 support with high availability. At the same time, the business needed to streamline service levels and progressively modernise its digital platforms without disrupting the ecosystem supporting over 16.5 million mobile lines.
Application support transformation complemented by a dedicated QA and testing capability.
Getronics redesigned the operator's operational model with a team of over 120 specialists, integrating several capabilities into one cohesive service. A unified Tier 1 and 2 service desk was established with an emphasis on automation and proactive incident resolution. Application managed services covered the operator's digital channels, including web, app, and chatbot. Agile development teams built new functionalities and internal applications, while proactive monitoring tracked system performance and availability in real time. Root cause analysis and workaround implementation were embedded into the model to prevent recurring issues rather than simply resolving them.
This shifted the support function from reactive firefighting to structured, preventative operations. In parallel, Getronics established a testing factory and QA service for the operator's flagship mobile app, introducing a dedicated certification discipline. The team implemented comprehensive functional, non-functional, performance, accessibility, automation, and UI/UX testing, accompanied by a KPI-driven service model, and delivered the first MVP in just three months.
Dramatically fewer incidents, faster resolution, and sustained service excellence
The impact was measurable across every key metric. Tier 1 incidents fell by 82%, dropping from 500,000 in 2018 to just 90,000 by the end of 2024. End-to-end resolution time decreased by 85%, with critical issues now resolved in under five minutes. Customer satisfaction held consistently above 99% throughout 2024. The model also saved over 12,000 hours per year through workaround implementation, with more than 9,000 additional annual hours reinvested into process automation.
On the QA side, the team resolved over 2,000 code defects in certification environments, executed more than 3,500 automated regressions, and ran over 40,000 accessibility test cases. The service has since scaled to an average of 11,000 hours of execution per month, and improved the app's NPS contributing to making it number one in its market.
82% fewer Tier 1 incidents
Tier 1 incidents dropped from 500,000 in 2018 to 90,000 by the end of 2024, reflecting a sustained reduction driven by automation, root cause analysis, and proactive monitoring.
85% decrease in resolution time
End-to-end resolution time decreased by 85%, with critical issues now resolved in under five minutes, minimising disruption to services supporting over 16.5 million mobile lines.
2,000+ defects caught before production
The QA and testing factory resolved over 2,000 code defects in certification environments before they reached end users, while executing 3,500+ automated regressions and 40,000+ accessibility test cases across the operator’s flagship mobile app.
"Getronics offers excellent support and maintenance, which we greatly value and appreciate. The support from the account manager has been exceptional. We appreciate their dedication and commitment to delivering high-value services.”
