Order Management & Provisioning · Business Continuity
Sustaining SD-WAN Broadband Orders Through a Mid-Pandemic BPO Failure
When a prior BPO's broadband support collapsed during COVID-19, critical SD-WAN orders were at risk. Sequential Tech cross-trained an existing team in 24 hours and took full ownership with zero downtime.
Client: Enterprise connectivity / SD-WAN operator (named under NDA)
100% of orders in 48 hours, zero downtime
24 hrs
To cross-train the team
48 hrs
New-order turnaround
0
Downtime on critical links
The Challenge
- ▸COVID-19 shutdowns crippled the prior BPO's broadband support.
- ▸Cable orders for SD-WAN solutions were at risk of failure.
- ▸The client needed a seamless transition amid global disruption.
The Sequential Tech Solution
- ▸Cross-trained the existing Ethernet/TDM team within 24 hours.
- ▸Ramped new resources to handle 24 cable/DSL providers.
- ▸Took over in-flight orders, scaling to full ownership in 60 days.
The Results
- ▸Processed 100% of new orders within 48 hours.
- ▸Assumed all broadband volume with zero downtime.
- ▸Maintained SD-WAN reliability across critical client links.
“The prior provider went dark mid-pandemic, and these were business-critical links. We cross-trained our team inside a single day and held the line — every new order inside 48 hours, with zero downtime.”
Edwin Bennett | Director, Client Delivery, Sequential Tech
Facing a similar challenge in your network operations?
Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.