A leading telecommunications software provider acquired a network observability platform with plans to strengthen its market position and expand its value proposition for telecom operators. The platform offered the potential to deliver end-to-end visibility across increasingly complex network environments.
However, post-acquisition, the organization encountered the platform’s stability issues and a lack of many of the integrations and capabilities needed to extract value from operational data. Customers operating diverse telecom environments required extensive customization and the product could not support these at scale without significant re-engineering. Soon enough, customer satisfaction began to decline. One strategic customer, in particular, became increasingly dissatisfied due to platform instability and delays in delivering critical functionality. The acquired asset risked becoming a drag on growth rather than a catalyst.
At the center of the challenge was the platform’s integration model. Every customer required specialized adapters to connect disparate data sources, legacy systems and operational platforms into the observability ecosystem. Building these adapters manually took up to 22 days per integration. As demand for customization increased, engineering teams found themselves trapped in a cycle of manual effort, making it difficult to improve customer experiences, accelerate innovation or maximize the commercial value of the acquisition.
This was a business problem disguised as a technology challenge. The organization needed a way to regain customer confidence, accelerate product innovation and transform the acquired product into a scalable growth engine.
Engineering Faster Path from Customer Need to Product Value
The client engaged Persistent to help transform the platform from a struggling observability product into a modern, AI-enabled solution capable of delivering superior customer experiences and supporting future growth.
Persistent dedicated a team of engineers to strengthen the product, helping the client scale stabilization, enhancement and continuous innovation. Working closely with the client’s stakeholders, Persistent engineers identified platform limitations and accelerated the delivery of the capabilities customers demanded.
Guided by the client’s platform team, Persistent helped convert the product enhancement roadmap into working functionalities. Our role focused on second-level engineering execution, pooling our strengths in developing, integrating and scaling observability features such as automated fault management, predictive analytics, workflow orchestration and intelligent device-level correlations. Based on the client’s thinking and ideation, we also helped embed data-driven AI/ML solutions and dashboards into the platform, enabling telecom operators to detect issues faster, interpret operational patterns and act on network insights with greater confidence.
Persistent also focused on modularizing the platform architecture through microservices, enabling the client to build and release capabilities more independently. This helped reduce dependency across product components, improve engineering velocity and create a stronger foundation for continuous innovation.
However, the most transformative shift came from the platform’s engineering. Persistent leveraged Claude for AI-assisted software engineering across adapters, microservices and UI frameworks. Rather than writing every adapter component manually, engineers used AI to generate foundational integration logic and code structures. They also used Claude to accelerate microservices development and create reusable UI framework components, allowing teams to focus on validation, optimization and customer-specific refinements.
This changed the dynamics of product development. Instead of spending weeks building integrations, microservices and interface components from scratch, engineering teams could deliver customer-specific adaptations significantly faster. The result was a faster pathway from customer request to product enhancement, helping the client address long-standing functionality gaps while improving responsiveness to customer needs.
Restored Customer Confidence and Accelerated Product Innovation
The client dramatically improved its ability to respond to customer demands. Adapter development timelines reduced from approximately 22 days to just 5 days, enabling nearly 4x faster delivery of integrations and customer-requested enhancements. With more than 50% of adapter generation AI-enabled, engineering teams increased throughput while reducing the manual effort required to build integrations at scale.
With integration bottlenecks removed, the client could address a growing backlog of enhancement requests more efficiently, bringing new features and capabilities to customers faster than before. This improved responsiveness helped rebuild trust among customers who had previously experienced delays and product limitations.
The impact was particularly visible with the strategic telecommunications customer whose perception of the platform had deteriorated due to instability and unmet expectations. Following product stabilization and accelerated delivery of requested capabilities, the customer sentiment improved significantly, transforming a source of dissatisfaction into a stronger customer relationship.
Most importantly, the client realized greater value from its acquisition. What began as a product struggling to meet customer needs evolved into a more stable, scalable and competitive AI-driven observability platform capable of supporting future innovation and growth.
Business Impact
- Nearly 4x faster integration development, reducing adapter creation time from approximately 22 days to 5 days
- 50%+ AI-enabled adapter generation, helping engineering teams improve throughput and reduce manual coding effort
- Faster feature delivery across adapters, microservices and UI framework components, accelerating the path from customer request to product enhancement
- Improved customer satisfaction, including successful recovery of a previously dissatisfied strategic customer relationship through platform stabilization and faster enhancement delivery
- Modernized AI-led observability platform with stronger stability, scalability, integration coverage
