LilaConnect’s Rapid OSS/BSS Migration: 16 Weeks to Scalable Fiber Operations
According to TotalTele, LilaConnect, a part of The Freedom Fibre Group, has successfully transitioned its operational processes to gaiia’s modern OSS/BSS platform in just 16 weeks. The move aims to fuel its rapid growth ambitions in delivering full-fiber broadband to the northwest communities in the UK.
How LilaConnect Leveraged gaiia for Scalability and Customer Experience
As LilaConnect sought to scale its network, its internal systems faced challenges from increasing customer and service demands. Their previous systems, including an unsuccessful migration attempt, reached their limits. This led to a partnership with gaiia to overhaul LilaConnect’s operational infrastructure using a flexible, API-first OSS/BSS solution.
Key features of the new system include:
- An API-based architecture enabling real-time provisioning and activation.
- Automated workflows to reduce manual tasks and boost efficiency.
- A scalable billing and product catalog for seamless growth support.
- An enhanced, branded checkout and subscriber portal to improve customer journeys.
The platform implementation focused on automating five core processes: activation, suspension, reactivation, speed change, and service deactivation. These workflows were customizable and scalable, empowering LilaConnect to adapt its operations as it continues to grow.
Market Context: Why This Transformation Matters
The UK fiber broadband market is growing exponentially, driven by increasing demand for high-speed internet and government-backed initiatives, such as Project Gigabit. As of Q3 2025, over 60% of UK premises have access to full-fiber connections, with providers like Openreach, Hyperoptic, and CityFibre leading the market. However, smaller players like LilaConnect are emerging as significant competitors by focusing on underserved regions and tailored customer services.
Automating processes through platforms like gaiia provides competitive advantages, particularly in a saturated market. LilaConnect’s move streamlines operations, shortens activation times, and enhances customer experience—key differentiators in the race to attract and retain broadband subscribers.
For instance, LilaConnect previously onboarded customers in as much as 19 minutes. Under gaiia’s workflow automation, onboarding now takes as little as 4 minutes. This drastic improvement allows smaller ISPs like LilaConnect to challenge larger incumbents.
The Future Outlook: Expert Analysis on Scalable Fiber Operations
Industry analysts view the LilaConnect-gaiia collaboration as a blueprint for ISPs undergoing digital transformation. By focusing on APIs, automated workflows, and cross-system integration, the project exemplifies how to quickly modernize processes without compromising service quality.
Phil Steed, Head of Platforms at LilaConnect, noted, “In a competitive market, scalability and agility are non-negotiable. Gaiia’s modular approach gave us the flexibility to build a robust foundation while moving fast.” Similarly, Matt Ogden, the Director of Sales & Marketing, highlighted that the automation enabled not just operational efficiency but also improved customer empowerment through a seamless digital experience.
Looking forward, the use of cloud-based OSS/BSS systems will likely continue to gain traction, particularly among ISPs. As standards bodies such as TM Forum push for open, standardized APIs, solutions like gaiia could become the new norm for operational agility and customer-centric telecom services.
Summary
LilaConnect’s partnership with gaiia demonstrates how digital transformation can pave the way for growth and enhanced customer satisfaction in a competitive broadband market. Their migration to a scalable, API-first OSS/BSS system in just 16 weeks has resulted in faster onboarding, streamlined operations, and the ability to meet future demand seamlessly.
What do you think? Are more ISPs likely to follow LilaConnect’s approach to automation and scalability in the coming years? Share your thoughts in the comments!
