Modernising Cellnex’s Landlord Incident Management for Speed, Reliability and User Experience

About Cellnex

Helping Europe’s Leading Telecom Infrastructure Operator Strengthen Operations and Scale with a Future-Proof SAP Platform

Cellnex is Europe’s leading independent operator of wireless telecommunications and broadcasting infrastructures, managing a portfolio of over 110,000 sites across 10 countries. As a critical enabler of 5G and connectivity services, Cellnex provides shared-use infrastructure to mobile operators, helping to reduce access barriers and improve services across the continent.

Cellnex partnered with Trifork to modernise its Landlord Incident Management application. By rebuilding the solution on SAP Business Technology Platform (BTP), Trifork replaced a legacy system with a modern, event-driven architecture that improves performance, ensures end-to-end traceability, and provides a scalable foundation for continuous digital innovation.

The challenge

Evolving a Legacy System to Meet Modern Operational Demands

As Cellnex’s operational requirements grew, the existing Landlord Incident Management application struggled to keep pace with the need for speed and process centralization. Key challenges included:

Performance Bottlenecks: Backend constraints led to extended page response times, often exceeding one minute.
Fragmented Communication: Email correspondence occurred outside the application, leading to a lack of centralisation and reduced visibility.
Limited Traceability: It was difficult to link incoming messages directly to specific actions, complicating audit trails and incident tracking.
High Maintenance Costs: The existing architecture made incorporating new features complex and costly, hindering the ability to innovate

The Solution

A Robust, User-Centric SAP BTP Application

Trifork rebuilt the application from the ground up, focusing on performance and user experience. The new solution leverages SAP UX best practices and a modern, event-driven architecture to ensure reliability:

Optimised Frontend & Backend: A complete overhaul of the interface and backend logic to eliminate latency.
Integrated Communication: Centralised messaging within the application ensures all landlord interactions are captured in a single location.
Comprehensive Incident Visibility: A new “incident detail view” provides a structured overview, allowing teams to assess and resolve cases faster.
Scalable Infrastructure: Built as a modern SAP platform, the system is ready to integrate future technologies like AI-driven intelligence.

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“Trifork has delivered exceptional work. Their SAP BTP expertise and proactive, rigorous approach allowed us to create a transformative solution that significantly increased the efficiency of our landlord relationship.”

Carlos Prat Llovet

Global Head of IT Applications at Cellnex Telecom

A Measurable Impact on Performance, Efficiency, and Traceability

12x Faster Response Times

Page load times were reduced from over 60 seconds to a maximum of 5 seconds.

15% Efficiency Gain

Page load times were reduced from over 60 seconds to a maximum of 5 seconds.

Zero Time to Adoption:

The user-centric design allowed teams to transition to the new system immediately without extensive training.

110.000 sites

Enabling the incident management across Cellnex’s global sites.