How LilaConnect Streamlined ISP Onboarding with gaiia’s API-Driven Platform
According to gaiia, LilaConnect has successfully transformed its customer onboarding system, cutting the process time from 19 minutes to just 4 through the implementation of gaiia’s API-driven OSS/BSS platform. This project, completed in just 16 weeks, enables LilaConnect to scale its operations and improve customer experience across its ambitious full-fibre broadband rollout in the North West of the UK.
How gaiia Revolutionized LilaConnect’s Onboarding Process
LilaConnect, a subsidiary of The Freedom Fibre Group, delivers full-fibre broadband to underserved towns and regions in the UK. With ambitions for rapid regional growth, the company faced major limitations in its previous systems, which had reached their operational ceiling. After exploring other options and facing challenges during an earlier migration attempt, LilaConnect partnered with gaiia to overhaul their operational infrastructure and streamline core workflows.
The project delivered a seamless, end-to-end onboarding experience leveraging a fully integrated API ecosystem. Key implementation results include:
- Cutting onboarding time: From 19 minutes to just 4 minutes per customer.
- Enhanced automation: Reduced manual interventions across multiple functions.
- Core workflows automated: Activation, suspension, reactivation, speed change, and deactivation now seamlessly executed via gaiia’s Workflow editor.
- Strategic integrations: Connected critical software like Stripe, Sonalake PivOTS, HubSpot, and Twilio to simplify provisioning, payments, and customer communications.
By aligning on key priorities and employing iterative implementation steps, the migration was completed swiftly and precisely, laying the groundwork for future growth initiatives.
Why This Matters: Market and Industry Implications
The telecom industry has increasingly relied on modern OSS/BSS systems to keep up with rising customer expectations for service speed, reliability, and digital onboarding. Providers like LilaConnect cater to a market segment where traditional infrastructures no longer suffice. According to a report by IDC, the global OSS/BSS market is expected to grow to $71 billion by 2027 as ISPs and telecom companies prioritize integrations, automation, and advanced analytics.
LilaConnect’s partnership with gaiia highlights a growing preference for API-driven solutions to enable fast deployments and reduce operational bottlenecks. This trend poses both opportunities and competitive challenges for legacy system vendors. For smaller ISPs striving to expand their footprint with limited resources, agile platforms could become a key competitive differentiator.
Additionally, with the UK’s government set to achieve 85% gigabit-capable broadband accessibility by 2025, providers like LilaConnect are racing against tight deadlines. The ability to rapidly scale via efficient digital transformations could determine who leads in the burgeoning full-fibre broadband market.
What’s Next: Expert Perspectives and Future Outlook
Experts consider LilaConnect’s use of a “Minimum Viable Process” strategy pivotal to the success of its transformation. By focusing on five essential workflows—representing 90% of customer journeys—both gaiia and LilaConnect demonstrated the value of prioritization in complex migrations.
Phil Steed, Head of Platforms at LilaConnect, noted, “We needed a partner who could move fast, but also give us the structure and flexibility to build the right foundation. gaiia helped us do both.”
Market analysts suggest that LilaConnect could become a regional disruptor, especially if the company extends its successful automation and customer-friendly processes to additional towns. The rapid, transparent migration process—enabled by gaiia’s depth of integrations—may also serve as a benchmark for other ISPs considering similar transitions.
From an industry perspective, legacy OSS/BSS platforms may face increasing pressure to adapt and compete. With smaller ISPs like LilaConnect proving the benefits of tailored, API-first solutions, telecom giants may need to reassess their investment priorities to stay competitive.
Closing Thoughts: Can Agile OSS/BSS Be the Key to ISP Growth?
LilaConnect’s successful implementation of gaiia’s API-driven OSS/BSS platform underscores the transformative potential of modern telecom infrastructure in today’s competitive broadband market. With customer experience and scalability top of mind, API integrations and workflow automation could define the next wave of innovation in the sector.
What do you think? Are API-first platforms the ultimate solution for ISPs aiming to scale quickly? Join the discussion below.
