Case Study Snapshot: Airtel India

Bharti Airtel, one of India’s largest and most trusted telecom operators, serves hundreds of millions of mobile and broadband users across the country. In 2019, Airtel began the process of modernizing its customer premises equipment (CPE) management and selected Friendly Technologies after a rigorous vendor evaluation process.

Today, Airtel relies on Friendly’s Unified Device Management Platform (UDMP) to manage tens of millions of LTE and broadband devices nationwide. The platform replaced a legacy system and offered deep integration into Airtel’s complex IT and OSS/BSS architecture—delivering a more seamless, automated, and scalable device management framework.

With Friendly’s solution, Airtel gained a unified view of its vast CPE inventory across multiple access technologies. From zero-touch provisioning to advanced diagnostics, performance monitoring, and firmware updates, UDMP has become a cornerstone of Airtel’s broadband operations. Airtel also leverages Friendly’s support tools and analytics to empower its support teams with faster issue resolution and better visibility into network health and customer experience.

By automating time-consuming support processes and enabling proactive device diagnostics, Airtel reduced average handling time in its customer care centers and improved first-call resolution metrics. This not only enhanced customer satisfaction but also drove down operational costs across the board.

Friendly Technologies’ TR-069/TR-369-compliant, highly modular platform was critical to this success, offering Airtel the flexibility to evolve and scale device management capabilities as its network grows and diversifies.

About Airtel and India’s Telecom Ecosystem

Founded in 1995, Bharti Airtel is a Tier-1 telecom operator serving over 500 million customers globally, with a major footprint in India. Known for pioneering services like VoLTE, FTTH, and Airtel Xstream, the company continues to invest heavily in digital infrastructure and customer experience transformation.

India is the world’s second-largest telecommunications market, with high mobile penetration and growing demand for high-speed home internet. Airtel’s adoption of Friendly’s platform aligns with the country’s rapid digitalization and the push toward smarter, more responsive network management.

This case exemplifies Friendly Technologies’ expertise in replacing legacy ACS systems at scale, enabling digital transformation for top-tier telecom providers. With proven results, deep protocol support, and customer-first design, Friendly remains the preferred choice for operators seeking future-ready device and IoT management.