WideOpenWest (WOW), a leading internet service provider in the U.S., faced growing operational challenges linked to provisioning eero devices. Legacy OSS practices and a fragmented onboarding process resulted in high volumes of support calls, repeated truck rolls, and poor customer experience. To solve these issues, WOW turned to Symphonica, the AI-powered OSS and cloud-native service orchestration platform, resulting in a streamlined, zero-touch provisioning process.
Challenges of a Legacy OSS Environment
-
Legacy provisioning workflows required manual steps and custom coding, leading to errors and delays.
-
Customers struggled with the eero app setup, increasing support calls and frustration.
-
Devices shipped unassigned were subject to theft or unauthorized use.
-
Technicians lost time during installations, impacting overall efficiency.
-
There was no consolidated inventory or automation mechanism for bulk disconnection or self-service adjustments.
These limitations were symptomatic of a Legacy OSS environment, no longer fit for the speed and complexity of modern broadband operations.
Solution: No-Code Provisioning Meets Agentic Intelligence
WOW deployed Symphonica’s Agentic No-Code OSS to modernize and automate its entire provisioning process, without writing code or depending on custom software development.
-
No-Code Provisioning: WOW configured and updated orchestration logic through drag-and-drop design. No scripts. No vendor delays.
-
Cloud-native OSS foundation: Enabled rapid integration with network elements and future-proofed the architecture.
-
AI-powered orchestration: Agentic intelligence dynamically optimizes connectors, workflows, and integrations—turning every execution into an improvement loop.
-
Zero-Touch Activation: Devices were pre-provisioned and shipped. Once plugged in, Symphonica handled network creation and activation automatically.
-
Tech Assist: Technicians scanned serial numbers on-site to trigger automated provisioning in seconds.
- Truck Roll Reduction: The combined effect of Zero-Touch Activation and Tech Assist slashed the need for technician visits, cutting operational costs and accelerating service delivery.
-
Theft Prevention: Devices remained bricked until linked to a customer, protecting inventory and revenue.
-
Self-Service CX: Customers could update SSID, passwords, or subscribe to eero Plus through WOW’s app. All actions triggered secure backend workflows exposed via Symphonica’s REST APIs.
-
Bulk Deactivation: When a service was disconnected, Symphonica ensured all devices were instantly disabled and flagged in inventory.
This transition replaced WOW’s legacy scripts and brittle integrations with a cloud-native OSS platform capable of autonomous action, continuous optimization, and full customer lifecycle automation.
Results of a Zero-Touch Provisioning Process
-
OSS Modernization: WOW replaced legacy orchestrators and hardcoded provisioning logic with a modern, agile platform.
-
CX Gains: Support calls and installation time dropped drastically thanks to zero-touch provisioning and self-service capabilities.
-
Operational Efficiency: Technicians completed jobs faster. Backend teams reduced exception handling and manual effort.
-
Revenue Protection: Stolen or misused devices were eliminated via automated theft prevention and bulk deactivation.
-
Time-to-Market: Service adjustments or upsell enablement (eero Plus) were launched in hours, not months.
WOW’s success showcases the power of cloud-native service orchestration for telecom. By choosing Symphonica, WOW embraced a future-ready, vendor-agnostic, and agentic model that enables continuous agility and automation across its broadband operations.
Symphonica, the leader in Agentic No-Code OSS, is helping telcos worldwide replace legacy OSS, orchestrate services with intelligence, and unlock the next generation of customer experience.