Launch of the first open-RAN 5G network in Europe

Challenges:
1. Launching a new 5G network using open-RAN technology enabled by an external technology partner
2. Requiring capabilities internally to handle customer needs across the full lifecycle
3. Difficulty in maintaining reputation fo extremely high customer satisfaction during transition to new network

Idea:
1. Set up a local customer care organization to handle new and migrated customers
2. Develop and implement a network fault monitoring system
3. Implement a ticketing system for efficient fault handling and resolution
4. Design, train, and hand over processes for communication and teamwork between customer operations and the network operating center handled by external vendor

Objective:
Design, develop, and onboard the customer support organization to handle the 12 million users expected on the new network within the coming years.

Solution:
1. Led the development and implementation of the first API-integrated interface for customer experience orchestration, with over 4,000 daily users
2. Designed the support organization for Europe's first Open RAN telecommunication network to serve over 12 million customers
3. Strengthened cross-departmental global partner relationships with network developers, operators, and other external support functions
4. Clarify key information packages for the operation and governance of the network to enable clear communication between the BSS teams and customer support functions