Spinnaker Support : Empowering Telcos

Iain Saunderson
Iain Saunderson
Expert Eye Iain Saunderson Spinnaker Support MAIN

Iain Saunderson, Chief Technology Officer at Spinnaker Support, discusses the impact of selecting the right technology support.


In recent years, the adoption of advanced technology systems has become a global trend, with Asia Pacific (APAC) economies increasingly relying on technology to support their digital transformation and digitisation efforts. Telecommunications companies (telcos) are leading this charge, seeking more efficient and effective technology strategies to scale up and compete in the global telecommunications (telecoms) market.  

Next-generation technology infrastructures provide unique advantages for telco enterprises. Whether it’s reimagining existing processes, modernising logistics and planning, or enabling scalability, a well imagined and implemented system can revolutionise the way businesses operate.  

On the global stage, large technology vendors are driving the adoption of cloud-first systems among global customers, advocating for the replacement of legacy solutions – and hoping to bring both new and existing APAC customers on board. Often, these cloud solutions are marketed with the promise of streamlined operations and improved business functions. To growing enterprises in thriving industries, this is an attractive proposition. 

However, embarking on a cloud transformation project like this is a significant task, and enterprises would do well to consider why exactly big-name vendors are so eager to push these solutions. To benefit from the improved features and enhanced support that come with an infrastructure overhaul or software upgrade to the cloud, enterprises must essentially align their strategic plans with the vendors. However, this can come with serious implications. Conflicting priorities and business objectives could lead to limited system functionality, flexibility, and support. 

Of course, any new strategy or modernisation plan carries risks, and embarking on a new tech strategy is no different. Mitigating these risks requires the right support – support that aligns with an enterprise’s key business objectives and growth efforts. For telcos investing significantly in business-critical systems and technologies, their support must extend beyond just entry-level help when problems arise. A support contract should work like a collaborative partnership: if enterprises want to retain their current systems or take a considered approach to cloud migration, this should be made possible by a support partner – without, crucially, losing any functionality or enhanced support offerings. 


Understanding the challenges telcos face is important. These firms are under significant economic pressure, with telecoms being a major sector where cost reduction is a key driver. This pressure is partly due to the huge investments into infrastructure upgrades, such as 5G. 

Additionally, many traditional and established telcos are undergoing digital transformation at an unprecedented rate. Legacy IT has been crucial in building data centres and IT environments. This means that fundamental technologies within telcos, such as Operating Support Systems (OSS) and Business Support Systems (BSS), must now be critically evaluated. This effective re-platforming to the cloud requires significant change within any telco. 


Technology can drive growth and accelerate change by improving operational processes, freeing up enterprises to reinvest resources in digitisation or innovation plans. 

It’s crucial, however, that this growth and innovation aligns exactly with each individual enterprise’s own goals. All too often, transformation and growth ideas are presented top-down to enterprises by technology vendors themselves.  

These vendor-dictated roadmaps can pressure enterprises, who are already paying significant fees for their contracts and maintenance, to take on upgrade after upgrade in the name of digital transformation, even if those upgrades don’t tie in with their specific plans and needs.  


One of the key drivers for enterprises using large technology systems is the crucial uptick in value – this includes cost savings and an excellent technology maintenance package. These enterprises want to be able to reinvest whatever cost savings they can from operational or menial tasks into business-critical activities. 

This is where technology systems support is crucial and why the business impact of these systems shouldn’t be underestimated. 

A technology support package should not only provide updates and critical help when needed but also a personalised support offering. This is important, but telcos can benefit even more from their technology and its support. 

The approach enterprises take to growing their businesses should be the same approach they take to their technology. Good value for money is crucial, but so is operational value, long-term tech and business support, flexibility, autonomy, and the ability to take risks. 


Many telcos believe that only the technology providers themselves can offer these services. However, vendors no longer have the same incentive to provide the kind of operational, transformational support and partnerships that enterprises require. 

As with any business decision, looking at alternatives is prudent. Enterprises at the beginning of a growth trajectory or looking to expand should consider if their current technology maintenance package aligns with their growth and digitisation plans at an affordable cost, and if the provider offers the best support and expertise when needed. 

Third-party support guarantees all this and more by taking an approach to technology maintenance that puts each enterprise at the centre. It’s a support partnership. 

Personalised service, best-in-class expertise, and alignment with each enterprise’s unique goals are all offered as standard with third-party software support. Enterprises within the telecoms sector need long-term partners that understand their business objectives, without the pressure to do things in a formulaic way. How much more could telcos realise from their systems if their support partner understood, enabled, and championed their business goals?

Share This Article
Saunderson has over 30 years of experience implementing complex technologies across a wide variety of commercial and government verticals. As Chief Technology Officer at Spinnaker Support, Saunderson is responsible for the internal and external facing technology leveraged, as well as managing the security practice.