LilaConnect Transforms Broadband Operations with gaiia’s API-Driven Platform
According to Total Telecom, LilaConnect, a retail broadband provider operating under The Freedom Fibre Group in the northwest UK, has partnered with technology provider gaiia to revamp its operations support system (OSS) and business support system (BSS). The move comes as part of LilaConnect’s ambitious growth strategy to expand full-fiber broadband access across new regions while optimizing customer onboarding and service management.
The Strategic Shift: Why LilaConnect Chose gaiia
LilaConnect found itself at a crossroads after outgrowing its internal systems and experiencing difficulties with a prior platform migration. The company sought a modern, API-first operations platform that could handle its rapid scale while providing a superior customer experience. gaiia’s modular architecture and commitment to delivering scalable solutions in just 16 weeks made it the winning choice.
The platform’s key features include:
- An API-driven architecture for real-time provisioning and activation
- A scalable billing framework capable of supporting future growth
- Workflow automation that reduces manual workload
- A branded online checkout and subscriber portal for seamless user experience
Phil Steed, LilaConnect’s Head of Platforms, highlighted the importance of finding the right partner for their ambitious goals, saying, “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.”
Implications for the UK’s Competitive Broadband Market
This modernization comes amidst a UK-wide push for full-fiber broadband connectivity, with the government targeting 85% penetration by 2025. According to Ofcom, full-fiber connections currently serve approximately 12.4 million premises nationwide, leaving significant room for growth.
LilaConnect’s gains in operational efficiency, including reducing manual interventions and improving customer onboarding times (down to a record-setting 4 minutes), could position the company as a key player in the highly competitive ISP landscape. Competitors such as Openreach and CityFibre are also ramping up deployments, but LilaConnect’s ability to move fast via automation gives it an edge in underserved regions.
Moreover, the integration with tools like HubSpot for CRM, Stripe for payments, and Twilio for communications adds strategic functionality to its operations, further enhancing its ability to deliver high-quality service at scale.
Future Outlook: Scaling Innovation in the Broadband Sector
By adopting a focused “minimum viable process” development model, LilaConnect has set an example for ISPs looking to accelerate time-to-market without sacrificing functionality or customer experience. Experts suggest that LilaConnect’s results—achieved in just 16 weeks—demonstrate the value of clarity, iterative development, and robust API strategies. Such systems allow for real-time accuracy and scalability, paving the way for future innovations in broadband services.
As Matt Ogden, Director of Sales & Marketing for LilaConnect, noted, “Our previous fastest sale ever was 19 minutes from checkout to activation. On gaiia, we achieved it in 4 minutes.” This showcases how digital transformation can translate directly into customer satisfaction and operational excellence.
Looking ahead, the focus will be on maintaining seamless integration, expanding coverage areas, and exploring further customizations. With a scalable foundation in place, LilaConnect is well-positioned to meet future connectivity demands, not only for residential customers but also for enterprise partners in the region.
Conclusion: The Road Ahead for UK Full-Fiber Growth
LilaConnect’s partnership with gaiia highlights the transformative potential of API-driven platforms in the telecom sector. It underscores the growing need for ISPs to embrace technology that simplifies complex operations while enhancing customer experiences. As the UK races toward full-fiber broadband ubiquity, innovations like these will likely set the benchmark for success.
What do you think about LilaConnect’s rapid transformation? Can other ISPs match this level of innovation? Share your thoughts in the comments below.
