Case study · WOW!
WOW Rapidly Updates eero Provisioning Workflows to Achieve Zero-Touch Provisioning and Reduce Innumerable Calls and Truck Rolls
From high-touch complexity to zero-touch simplicity—how a leading ISP achieved OSS modernization, reduced truck rolls, and enhanced CX with an AI-powered, cloud-native service orchestration platform.
The challenge
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.
- 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.
The solution
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: orchestration logic configured through drag-and-drop design. No scripts. No vendor delays.
- Cloud-native OSS foundation for rapid integration with network elements.
- AI-powered orchestration that turns every execution into an improvement loop.
- Zero-touch activation: devices are pre-provisioned and activated automatically once plugged in.
- Tech Assist: technicians scan serial numbers on-site to trigger automated provisioning in seconds.
- Truck roll reduction through zero-touch activation and Tech Assist.
- Theft prevention: devices remain bricked until linked to a customer.
- Self-service CX: customers update SSID, passwords, or subscribe to eero Plus through WOW’s app, backed by Symphonica’s REST APIs.
- Bulk deactivation: on disconnection, all devices are instantly disabled and flagged in inventory.
Results
- OSS modernization: legacy orchestrators and hardcoded provisioning logic replaced with a modern, agile platform.
- CX gains: support calls and installation time dropped drastically.
- Operational efficiency: technicians completed jobs faster and backend teams reduced exception handling.
- Revenue protection: stolen or misused devices eliminated via theft prevention and bulk deactivation.
- Time-to-market: service adjustments and upsells (eero Plus) launched in hours, not months.