Real-time control for devices at scale

The challenge

Customer support agents at a major telecom had zero real-time visibility into the 2M+ devices on their subscribers' premises. Every issue — no matter how minor — ended in a truck roll. Configuring a home gateway meant walking the subscriber through a local router admin page. There was no remote diagnostics, no live session capability, and no self-service option for end users.

The approach

Novium built a unified platform covering both sides of the support relationship: a centralized operator dashboard for customer care agents, and a consumer mobile app for subscribers. Delivery was end-to-end — backend, frontend, and mobile under one team, with custom architecture designed for telecom-grade scale from the ground up.

The solution

A high-throughput Java Spring backend, MQTT messaging, and TR-069/ACS integration give agents complete real-time control over every STB and home gateway on the network. Agents can check device status, modify parameters, push firmware, and launch live screen mirroring sessions — all remotely. Subscribers manage their own Wi-Fi, connected devices, parental controls, and router restarts from a native iOS and Android app, without ever calling support.

Results

2M+ active devices managed from a single platform. Drastic reduction in average handle time, fewer unnecessary field dispatches, higher first contact resolution, and improved subscriber satisfaction — with GDPR-aligned remote access throughout. Industry benchmarks put 70–80% of truck rolls as remotely resolvable; this platform makes that number actionable.