How OSI Global Became a Telecom Provider’s Vendor of Choice for Remote Hands

The Customer

A regional telecom provider supporting customer infrastructure across multiple locations.

Background

The customer had an existing relationship with OSI Global for optics. After learning OSI also offered remote hands services, they chose to consolidate vendors and work with a partner they already trusted.

Challenges

After years of working with multiple remote hands providers, the customer struggled with inconsistent execution, poor communication, and lack of accountability.

For this project, they needed coordinated work completed across two data center locations in different states at the same time, increasing the complexity and risk.

Solution

OSI Global managed and executed remote hands support across both locations.

At one site, the team completed a network cutover for a new fiber circuit, verified connectivity, documented the work, and left the environment clean and operational.

At the second site, the work required deeper troubleshooting. After replacing and validating fiber connections, OSI identified the issue extended beyond scope and coordinated escalation with a third party. The team remained engaged through resolution, ensuring the issue was fully addressed.

Benefits

The work was successfully completed across both sites, including resolution of the more complex issue.

More importantly, the customer gained a partner that stayed accountable from start to finish, rather than handing off issues or disappearing when challenges arose.

Looking for a more accountable approach to remote hands support? Contact OSI Global.