Case Study

Mobile Contract & SIM Management (Mobilfunk)

Tools: Telekom · o2

The Mobilfunk Management process covers the administration of all SIM cards, eSIMs, and mobile contracts across the company group. The goal was to maintain a structured, transparent, and traceable system for handling mobile connectivity — from contract creation to device assignment — ensuring each employee and device remained properly managed and documented. The process is closely connected to MDM and supports over 100 users across eight companies.

The Problem

The previous approach to managing SIM cards and mobile contracts lacked centralized ownership and consistent documentation.

  • SIM assignments were often tracked manually, resulting in incomplete or outdated records.
  • Contract renewals, cancellations, or provider transitions were handled ad-hoc.
  • There was limited transparency regarding which number, SIM, or eSIM was assigned to which user or device.

These inconsistencies made it difficult to maintain an accurate overview of active contracts and to efficiently handle provider or plan changes.

My Role

As the sole person responsible for all mobile contracts and SIM management, I oversaw the entire process — from ordering new SIM cards to assigning and tracking them across all companies.
My responsibilities included:

  • Coordinating with mobile providers for new contracts and plan adjustments
  • Handling SIM and eSIM activation, replacement, and transfer
  • Assigning numbers to users and documenting all changes
  • Managing provider transitions and porting window
  • Ensuring contract and usage alignment with company needs
  • Collaborating with the MDM system to ensure SIM and device data matched

This role required a combination of administrative precision, vendor communication, and technical synchronization with the MDM environment.

The Process

The process was standardized to ensure accuracy and full traceability of all mobile-related assets:

  1. Request & Approval: Departments request new SIMs or plan changes through a structured internal process.
  3. Ordering: I coordinate with mobile providers to order, port, or activate SIMs and eSIMs.
  4. Assignment: Each SIM is assigned to a specific user and device, then documented.
  5. Integration: Data is cross-checked with MDM to ensure consistency between user, device, and contract.
  6. Maintenance: Contracts, usage, and renewals are periodically reviewed, updated, and optimized.

The process created a single source of truth for all active numbers and subscriptions.

The Solution

The solution integrated administrative and technical management under one clear structure:

  • Centralized documentation of all SIMs, numbers, and providers
  • Defined lifecycle process for ordering, activation, and assignment
  • Provider coordination for contract adjustments and porting
  • Cross-linking with MDM to synchronize device and SIM data

This allowed full visibility across all companies and simplified communication with providers and internal departments.

Results & Impact

The new Mobilfunk management process established an organized, transparent, and reliable mobile ecosystem across the company group:

  • Over 100 active SIMs and eSIMs tracked and managed
  • Unified documentation for contracts, numbers, and users
  • Simplified handling of new activations, replacements, and porting
  • Reduced administrative errors and improved response times
  • Seamless coordination between SIM management and MDM systems

The company now benefits from a single, well-documented, and easily scalable process for all mobile communication assets.