Case Study Snapshot: Elisa Estonia

In 2024, Elisa Estonia, one of the country’s leading telecommunications providers, set out to enhance its operational efficiency and customer support infrastructure. The company turned to Friendly Technologies for a robust, future-ready device management solution that could scale with its growing subscriber base and meet the technical demands of Estonia’s fast-moving digital market.

Elisa selected Friendly’s Unified Device Management Platform (UDMP), which supports both TR-069 and TR-369 (USP) protocols, enabling seamless management of legacy and next-gen CPEs within one unified interface. The solution was deployed in SaaS-on-prem mode, providing the flexibility and security of a local deployment with the convenience of cloud-native operations.

The rollout included Friendly’s full suite of modules: the Management Portal, Northbound API (NB API) for back-office integration, Provisioning Portal, Support Portal, and advanced Quality of Experience (QoE) Monitoring. This comprehensive setup allows Elisa to monitor, diagnose, and resolve device-related issues quickly and remotely—reducing both support costs and customer wait times.

One of the standout benefits has been the system’s deep remote diagnostics and real-time analytics. Support agents can now view Wi-Fi quality metrics, network topologies, and performance trends at a glance, using Friendly’s intuitive interface. This visibility has enabled faster first-call resolutions and improved service delivery across Elisa’s broadband footprint.

Moreover, Friendly’s multi-protocol Smart Layer™ technology ensures long-term scalability and device interoperability. Whether onboarding a new hardware vendor or launching a new service tier, Elisa can adapt without the need for additional custom development or platform overhauls.

About Elisa Estonia and the Local Telecom Market

Elisa Estonia is a subsidiary of the Finnish Elisa Group and a major player in Estonia’s telecom industry. It provides mobile, internet, and digital TV services to a broad customer base. Known for its focus on innovation and customer experience, Elisa continues to invest in technologies that modernize network infrastructure and streamline support operations.

Estonia, a pioneer in digital governance and e-residency, boasts one of the most advanced digital ecosystems in Europe. With high internet penetration, strong mobile usage, and tech-savvy consumers, telecom providers face high expectations around quality and speed of service.

With Friendly Technologies as its strategic partner, Elisa Estonia now benefits from a scalable, intelligent, and protocol-agnostic device management solution—helping it stay ahead in one of Europe’s most competitive telecom landscapes.