SUCCESS STORIES / Operational Excellence

Light up your dark fibre at scale

How we defined a lean and scalable Target Operating Model for full-fibre products, enabling our client to stay ahead of the competition & deliver a superior customer experience

The advent of metaverse and technologies such as 5G, AR/VR, edge and multi-cloud are increasing data traffic and the need for high internet bandwidth. It leads to a huge increase in the demand for optical fibre with infinite bandwidth. The global optical fibre market is expected to grow at a CAGR of 15% from the period 2022-2027.

The new-age fibre companies are investing and racing to secure their place in a highly competitive market. However, their investments will remain unrealised if they fail to formulate strategy to create a lean and scalable operating model that can accommodate new levels of speed, agility, efficiency, and precision.


53%reduction in OpEx

20high-level solutions delivered for execution

Client Situation

Our client is the second largest FTTP provider in the UK offering full-fibre wholesale connectivity to businesses such as consumer service providers, local authorities, and mobile operators. They had an aggressive target of achieving 8 million premises across the UK in the next 2-3 years. However, their current processes and operations were not geared up to support this steep growth required to stay ahead of competitors.

Prodapt was chosen as their partner to design a flexible, scalable, and efficient Target Operating Model for full fibre network services to deliver top-end customer experiences and gain a competitive edge.



Our client needed an efficient operations strategy for growth. Fragmented and inconsistent processes, poor underlying technology and over-dependency on in-house subject matter experts hindered their efforts to scale up operations and support business needs.

In addition, their IT spends were not linked to business requirements which led to wasteful expenditures and high operating costs.

The client had invested in a cutting-edge platform which was not rightly configured and optimized. They were unable to unlock native capabilities of these systems and leverage it to their potential. Their problems were piling up.

Prodapt's team of experts conducted multiple discovery sessions to explore and understand their operational challenges. We centred our analysis on three prime areas of delivering services to customers; namely Lead-to-Cash, Trouble-to-Resolve, and Field Operation.

Solving It

Based on our analysis, we conducted design thinking workshops with their operations teams to brainstorm and ideate the customer journey. We centred our focus on business and technological aspects.

By combining our industry expertise with fibre experience, we defined a target operating model. This encompassed three key aspects: target-state business architecture, target-state technology architecture and the roadmap for the next 3 years. It helped our client define the goal post to achieve their business goals better, respond to the strategic drivers and align the workflow between old and new architectures through a range of solutions.

Our recommendations are aimed at creating a flexible and resilient service platform that enables our client to operate effectively during a significant period of growth and intense competition.

We identified 57 change initiatives to enhance efficiency and achieve a reduction of OpEx by 53% at the end of third year of implementation. 20 high-level solutions have been delivered for execution. 172 process maps and 18 value chains have been created across customer operations areas to have a sustained customer experience & stay ahead in the game.

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