Arqiva

From Call Centre Bottlenecks to Service Transparency

How we rapidly delivered a self-service portal generating multi-millions of pounds for Arqiva

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Goal

Securing a multi-million-pound renewal

Arqiva, a leading UK telecoms provider, faced a critical contract renewal with a national broadcaster. To win, they needed to prove they could modernise customer service with a secure, intelligent, self-service portal — and deliver it in just 90 days.

Challenge

Expensive and fragmented systems & processes

Reliance

Heavy reliance on call centres, creating cost and delay.

Fragmented

Fragmented, sensitive data spread across multiple systems.

User base

A broad user base — from DJs to executives — with differing needs.

Seamless integration

Real-time, high-volume data requiring seamless integration and visualisation.

Solution

Customer service transformation

GW acted as a strategic partner, advising on the roadmap and leading delivery of a highly secure, market leading customer portal.

The portal provided:

Real-time intelligence, integrating static and live data feeds across 3,500 transmitters.
Impactful visualisation, including Google Maps “traffic light” overlays for instant fault detection.
Role-based workflows with bank-grade identity and access management.
Mobile-first features, such as watchlists and notifications for engineers and executives.

How we did it

Rapid agile delivery

We delivered in just three months by combining advisory insight with rapid development. Our multidisciplinary team (strategy, UX, architecture, engineering) worked in agile sprints, using automation tools to speed up repetitive coding tasks and embedding security from the outset. The result: a premium enterprise-grade solution that aligned technical delivery with Arqiva’s commercial imperatives.

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