Last updated on Jul 9, 2024

You're facing network issues with limited resources. How can you manage client expectations effectively?

When network issues arise and resources are scarce, managing client expectations becomes a critical skill in telecommunications engineering. You're in a situation where the pressure is on to deliver results despite limitations. It's important to understand that while technical fixes are part of the solution, clear communication and strategic management of expectations are equally vital. By taking proactive steps to address issues transparently, prioritizing effectively, and leveraging all available resources, you can navigate these challenges and maintain client trust.

1 Assess Reality

Begin by thoroughly assessing the network issue at hand. Evaluate the scope and impact of the problem, understanding that some clients may not grasp the technical complexities involved. It's crucial to communicate the situation's reality to your client in a way that's both honest and digestible. Explain the nature of the problem, what's being affected, and the realistic timeline for potential fixes. This sets a foundation for trust and helps prevent misunderstandings down the line.

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Pourya Alinezhad

Bridging Telecommunications and Manufacturing | Telecom Solution Architect | V2X | Telco Service Design | 𝘛𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘙𝘰𝘢𝘥𝘮𝘢𝘱
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First of all you need to do "As Is" study to have clear understanding of the problamatic network architecture, technologies already used in network, check the reasons the network was designed for and the new services/use cases that made the network to overflow. based on the network size you may assign 1 week upo to 3 month for Enterprise sized networks for "AS IS" study. prepare and document all HW,SW releases, outdated HW and expired licenses, end of life technologies and the parts of network that is routed outside of the vendor domain.

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2 Prioritize Fixes

With a clear understanding of the issue, you must prioritize fixes based on impact and resource availability. High-impact problems that disrupt critical services should be at the top of your list. Explain to your client why certain issues are being addressed first and how this strategy benefits their operations in the long run. By prioritizing effectively, you demonstrate your commitment to their most pressing needs, even with limited resources.

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Pourya Alinezhad

Bridging Telecommunications and Manufacturing | Telecom Solution Architect | V2X | Telco Service Design | 𝘛𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘙𝘰𝘢𝘥𝘮𝘢𝘱
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check for fast possible changes. e.g if a BSC/RNC traffic raised in a mobile network and y're tight on HW resources, then you may consider shuffeling some low used HW's from other proviences with problematic servers to heal the issue temporary. Also you may use SW based solutions like offloading some BTS/UMTS IP routes to other free BSC/RNC's temporary. however it can couse handover issues/KPI degradation in network edge domain of BSC/RNC's but can reduce the call drop due to overflow of some card interfaces. So HW swap can be first priority since it have lower impact on live network and SW changes which may need more technical burden can be second option. enabling new features, adding new configs to reroute traffic can be among next tasks.

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3 Transparent Updates

Maintaining transparency through regular updates is key to managing expectations. Whether it's good news or bad, keeping your client informed builds confidence in your ability to handle the situation. Explain the technical steps you're taking to resolve the issue, and if there are delays or setbacks, be upfront about them. This ongoing dialogue ensures that your client feels involved and reassured that progress is being made.

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Pourya Alinezhad

Bridging Telecommunications and Manufacturing | Telecom Solution Architect | V2X | Telco Service Design | 𝘛𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘙𝘰𝘢𝘥𝘮𝘢𝘱
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having the plans pre-checked with lower level personel of customer to have their approval for your plans is allways a pre requistic. never touch a network without having customer full consent. Change Request forms with digital signature of involved customers is a well established routine.

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4 Leverage Resources

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5 Manage Workloads

Balancing workloads is essential when resources are stretched thin. Ensure that your team isn't overburdened by the crisis, which could lead to burnout and further delays. Explain to your client that by managing workloads effectively, you're maintaining a high level of service quality. This approach not only helps in resolving the current issue but also prevents additional problems from arising due to staff fatigue.

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Pourya Alinezhad

Bridging Telecommunications and Manufacturing | Telecom Solution Architect | V2X | Telco Service Design | 𝘛𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘙𝘰𝘢𝘥𝘮𝘢𝘱
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just ask the customer to postpone any unergent items from normal plan so you can fix the current issue with limited human resources. this, for example happens when several employees leave office for visa re-newal or vecations.

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6 Continuous Learning

Finally, use this experience as a learning opportunity. After resolving the network issues, review what happened and how it was handled. Share with your client what has been learned and how it will inform future practices. This demonstrates a commitment to continuous improvement and helps build a stronger relationship with your client, showing that even in times of difficulty, you're dedicated to bettering your service.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're facing network issues with limited resources. How can you manage client expectations effectively?

1

2

3

4

5

6

7

1 Assess Reality

2 Prioritize Fixes

3 Transparent Updates

4 Leverage Resources

5 Manage Workloads

6 Continuous Learning

7 Here’s what else to consider

Telecommunications Engineering

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You're facing network issues with limited resources. How can you manage client expectations effectively?

1

2

3

4

5

6

7

1 Assess Reality

2 Prioritize Fixes

3 Transparent Updates

4 Leverage Resources

5 Manage Workloads

6 Continuous Learning

7 Here’s what else to consider

Telecommunications Engineering

Rate this article

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