Industry
Telecommunications
Region
Asia-Pacific
Published
January 2026
Services
Parts Logistics · Field Engineering · Service Management
The Challenge
Why this engagement existed
A tier-1 telecommunications provider operating critical network infrastructure across six Southeast Asian markets faced an existential SLA challenge. Their existing spare parts strategy relied on centralised warehousing in Singapore, creating delivery windows of 24–72 hours to remote sites — a gap that directly threatened network availability.
With over 4,200 active network nodes across Indonesia, Malaysia, Thailand, Philippines, Vietnam, and Sri Lanka, the provider needed a fundamentally different logistics model. Any node failure that persisted beyond 4 hours triggered regulatory penalties and customer compensation obligations.
The business case was clear: reduce mean time to parts delivery from 36 hours to under 4 hours, without the capital expenditure of building proprietary warehousing infrastructure.
36hrs → 3.2hrs
Average parts delivery time
Our Solution
Our Solution
Solid Tech Global activated its existing network of stocking locations across Southeast Asia, integrating real-time inventory visibility with the client's ITSM platform for fully automated parts dispatching.
Regional Stocking Network
Leveraged 47 existing STG stocking locations across Southeast Asia, eliminating the need for new warehouse infrastructure.
Same-Day Dispatch
Automated dispatch triggers integrated with the client's ticketing system ensured parts were en route within 30 minutes of ticket creation.
Local Field Engineers
210 locally-based field engineers provided hardware installation alongside parts delivery, compressing MTTR further.
Cross-Border Coordination
Customs pre-clearance agreements in all six markets enabled seamless cross-border parts movement where required.
Live Inventory Visibility
Real-time API integration gave the client live stock levels, dispatch status, and delivery ETAs across all locations.
Programme Highlights
What we delivered
Engagement Process
How we executed
Network Audit
Mapped all 4,200+ nodes to nearest STG stocking locations, identifying coverage gaps and risk tiers.
Integration
API integration between STG inventory system and client ITSM for automated parts dispatch triggers.
Stock Replenishment
Critical spares replenished across all 47 locations based on historical failure data and node density.
Pilot Programme
90-day pilot across two markets validating delivery SLAs, engineer coordination, and system integration.
Full Rollout
Programme extended to all six markets with ongoing performance monitoring and quarterly SLA reviews.
Measurable Outcomes
Results delivered
3.2 hrs
Avg. Parts Delivery
Down from 36 hours
99.7%
SLA Compliance
Across all markets
47
Stocking Locations
Across 6 countries
$4.1M
Penalty Cost Avoided
In first 12 months
What impressed us most was that STG did not need to build anything new. They activated an existing infrastructure on our behalf, and within 90 days we had a spare parts network that outperformed anything we could have built ourselves in five years.
Head of Network Operations
Tier-1 Telecommunications Provider, APAC
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