Fortune 100 Telecommunications Company

A major telecommunications provider needed to modernize how its enterprise customers found, evaluated, and applied for tower rental space — a process that was largely manual, time-consuming for internal account executives, and frustrating for customers trying to find available infrastructure on the move.

Highdive facilitated focus groups with both internal account managers and external customers to understand the full friction landscape on both sides. We mapped the customer journey across the application process, identifying the specific touchpoints where customers dropped off or required hand-holding from staff.

The result was a streamlined application experience that gave customers the ability to search, evaluate, and initiate the rental process independently — reducing the burden on account executives and shortening the time from inquiry to onboarded customer.