About PETCOM:
Petcom Eletrônica e Comunicações (PETCOM), founded in 1990, is a leading provider of comprehensive optical network solutions in Brazil. With over three decades of experience, PETCOM has established itself as a key player in the telecommunications infrastructure sector, specializing in optical networks, structured cabling, electronic security systems, and fiber optic communication systems.
The company holds a unique market position as the primary government partner in the Digital Cities initiative, serving telecommunications operators, internet service providers (ISPs), optical equipment manufacturers, federal, state and municipal governments, integrators, banks, and data centers. PETCOM’s commitment to innovation drives them to continuously introduce new products and expand their cloud and ISP services across residential, enterprise, and government customer segments.
Situation:
PETCOM was facing mounting pressure to modernize its network management capabilities given the expanding customer base and rising service expectations.
This mirrored industry trends towards greater adoption of advanced sophisticated tools for network infrastructure management, driven by the accelerating pace of digital transformation among telecoms.
As a government partner in the Digital Cities project, PETCOM also needed to ensure rapid response times and minimal service disruptions across their extensive network. The company acknowledged that traditional manual approaches to network management were becoming increasingly unsustainable as they scaled their operations to meet growing demand from diverse customer segments.
The challenge became particularly acute as PETCOM’s reputation for reliability and innovation was at stake. Their customers expected seamless service delivery, and any delays in issue resolution could significantly impact critical government services and business operations across their client base.
Industry Landscape:
The telecommunications infrastructure sector was also experiencing key trends that directly impacted PETCOM’s operational requirements:
- Increased demand for network automation driven by the complexity of modern optical networks
- Rising customer expectations for faster resolution times and proactive service management
- Government digital transformation initiatives requiring enhanced reliability and rapid deployment capabilities
- Growing operational costs associated with traditional truck roll dispatches and manual troubleshooting
- Industry shift toward remote network management and self-healing network capabilities
Pain Points:
The traditional network management system at PETCOM created operational bottlenecks that adversely impacted the customer experience. It was also limiting their competitiveness and restricting their ability to achieve greater growth.
Specific operational challenges included:
- Slow response times to customer network issues affecting service quality
- High operational expenses due to frequent truck rolls for on-site troubleshooting
- Limited automation capabilities resulting in reactive rather than proactive network management
- Inefficient resource allocation with technical staff spending excessive time on routine issues
- Lack of real-time visibility into network performance and customer equipment status
Solution:
Aprecomm implemented their Vyom Configuration server (VCS) a TR-069 auto configuration server (ACS) solution to address PETCOM’s automation and customer support challenges. The solution was deployed on-premises, providing PETCOM with complete control over their network management infrastructure while ensuring compliance with government security requirements.
The VCS deployment and implementation process was remarkably efficient, with fully functional operations restored shortly after the deployment. Aprecomm’s streamlined implementation methodology and the strong, collaborative relationship existing between the two companies made the rapid deployment possible.
The VCS solution leveraged TR-069 protocol standards to enable automated device management and remote troubleshooting capabilities, transforming PETCOM’s network operations from reactive to proactive management.
Outcome:
The VCS implementation delivered significant technical enhancements to PETCOM’s network management capabilities:
- Automated network device management enabling remote configuration and troubleshooting of customer premises equipment (CPE)
- Real-time network visibility providing comprehensive insights into network performance and device status
- Proactive issue detection allowing PETCOM to identify and resolve problems before they impact customers
- Intuitive management interface enabling technicians to efficiently manage endcustomer ONT devices
- Rich feature set providing comprehensive tools for network monitoring and device management
- Streamlined customer support processes reducing the time required to diagnose and resolve network issues
- Enhanced operational efficiency through automated routine maintenance and configuration tasks
Business Impact:
PETCOM achieved measurable operational improvements and strategic advantages:
- Significant reduction in response times to customer network issues through faster issue identification and resolution capabilities
- Substantial decrease in operational expenses through reduced truck roll requirements
- Improved resource utilization allowing technical staff to focus on strategic initiatives
- Enhanced customer satisfaction resulting from reduced service interruption times, proactive support and improved service quality.
- Strengthened competitive position in the government and enterprise markets
- Foundation for future growth with scalable automation capabilities supporting business expansion
Mr. Bruno Moreira, CTO, PETCOM ELETRONICA E COMUNICACOES
“We selected Aprecomm’s VCS platform for its robust feature set, intuitive user experience, and Aprecomm’s proven track record in broadband network management. Their solution directly supports our strategic priorities: enhancing customer experience through automation, improving service quality, and reducing operational costs. With VCS, we’re better positioned to manage and optimize our broadband infrastructure — delivering greater performance, reliability, and satisfaction to our customers.”
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