100,000 mobile users. 1,100 tickets a month. Zero downtime.

Mobile ticket handling by Enterprise Tech Solutions AG for our largest client

For a DAX-listed technology corporation – our largest client – Enterprise Tech Solutions AG runs the entire mobile ticket handling for around 100,000 mobile users. Month after month, around 1,100 tickets pass through ETS – handled with expertise, answered with the shortest reaction times and steered consistently through to resolution.

For a corporation of this size, mobile communications are long no longer a sideshow but critical infrastructure. Every ticket that is not resolved quickly and cleanly means an employee who cannot work. This is exactly where ETS sets its standard: a service that does not just understand technology but lives it – and runs so reliably that it goes unnoticed in everyday corporate life.

100,000

mobile users in the service

~1,100

tickets per month, expertly resolved

10 years

of partnership – top-rated by the client

The initial situation

A globally structured technology corporation with 100,000 mobile users generates a service volume that can hardly be managed with in-house resources alone: ongoing tickets, requirements towards several network operators, number portings, faults on data and IP lines. Without a partner who steers this volume centrally, expertly and with clear process logic, the consequences are long reaction times, friction at the interfaces – and ultimately downtime for the people who need to work mobile.

Our scope of services

ETS is the central hub for everything around mobile service for this corporation – and maps this service entirely on the ServiceNow platform. Every process is therefore digital, traceable and transparently managed. Four areas interlock:

1. Complete ticket handling for 100,000 users.

ETS takes on the full ticket handling – around 1,100 cases per month. Every ticket is recorded with expertise, answered with the shortest reaction time and accompanied through to resolution. No case slips through, no request is left lying.

2. Interface to the network operators.

ETS ensures the smooth handling of all customer requirements towards the network operators. Instead of the corporation juggling several providers, ETS steers this interface centrally – making sure requirements arrive, are implemented and followed up.

3. Number porting on network operator changes.

When a line changes network operator, ETS accompanies the entire porting process – cleanly scheduled, with no coverage gap for the user.

4. Fault clearance for data lines and IP connections.

ETS's responsibility does not end with mobile communications: the fault clearance of data lines and IP connections is also in ETS's hands – a service that keeps the corporation's digital infrastructure available.

From ISDN into the IP era – walked together

The partnership has existed for ten years – and in that time ETS has accompanied more than day-to-day business. ETS helped shape the entire technology change from ISDN to IP for the corporation: one of the biggest infrastructural upheavals in telecommunications, carried through without a break in ongoing operations. It is exactly this kind of project for which 20 years of industry know-how make the difference – understanding technology, living technology.

Results

The key results of the partnership can be expressed in concrete figures:

Metric	Result with Enterprise Tech Solutions AG
Mobile users in the service	around 100,000, centrally steered
Ticket volume	approx. 1,100 tickets/month, expertly resolved
Reaction time	shortest reaction time as a service promise
Supplier rating at the client	among the best suppliers, highest positive feedback
Technology change ISDN → IP	fully accompanied, without interruption to operations
Service platform	fully mapped on ServiceNow – digital and transparent
Duration of partnership	ten years and counting

Perhaps the strongest result appears in no service statistic: ETS is rated internally by the client – and ranks there among the best suppliers with the highest positive feedback. In a corporation that systematically measures its partners, this is the most reliable proof of the quality of the collaboration.

Our philosophy

ETS sees itself as a digitalization partner – not as a service provider that processes tickets. What carries this partnership is exactly what defines Enterprise Tech Solutions AG: holistic technology expertise, a strong partnership culture and the commitment to take responsibility in everything it does. Mutual trust, professional and conscientious work – only where this respect exists does first-class work emerge. Ten years of collaboration and a top position in the supplier rating show: this attitude resonates.

Our recommendation

For corporations whose mobile infrastructure is business-critical, this partnership shows what professional ticket handling can achieve: 100,000 users, 1,100 cases a month, network operator interfaces, number portings and IP fault clearance – centrally steered via ServiceNow, expertly resolved, technologically up to date. Enterprise Tech Solutions AG brings 20 years of industry know-how, has accompanied the leap from ISDN to IP and proves day after day that reliable service is not a coincidence but an attitude.

As of May 2026 · Client shown anonymized – not named, in line with internal policy.