End-to-End Service Lifecycle Digitization for a leading layer 2 ISP with extensive subcontractor networks
Enhancing visibility, accountability, and billing speed while reducing administrative burden for in-house and external technicians across B2B connectivity operations.
The Challenge
The ISP's B2B connectivity business depended on a large subcontractor network operating with different tools, processes and reporting standards. In-house operations had limited visibility, billing cycles were slow, and disputes over completed work created friction with both subcontractors and end clients.
The Solution
- Brought in-house technicians and subcontractors onto the same WorkWide workflows, with role-based visibility and SLAs.
- Standardised digital job cards, proof-of-work capture and customer sign-off across every task type.
- Linked task completion directly to billing so invoices can be raised the moment work is signed off.
- Stood up unified reporting on productivity, SLA performance and revenue per technician and per client.
The Results
Single operational view across in-house and subcontractor teams.
Materially faster billing cycles after task sign-off.
Lower admin overhead through automated, digital handoffs.
Cleaner client relationships backed by digital proof of work.
"Our subcontractor network now operates with the same visibility as our in-house teams. Billing cycles are faster and admin overhead has dropped."
— Service Delivery Manager, Internet Service Provider
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