Seamless CX Underground: BSNL and ACES India Transform Kanpur Metro Connectivity
Smart Mobility Demands Smart Connectivity
In today’s fast-paced world, customers demand always-on, high-speed connectivity—everywhere. This expectation extends even to spaces traditionally known as “dead zones” like underground transit systems. In response, BSNL and ACES India have partnered to redefine customer experience for commuters in the Kanpur Metro.
With this initiative, Kanpur becomes the first city in Uttar Pradesh to deliver uninterrupted voice and data services throughout its underground metro system. This marks a major step forward in combining urban mobility with customer-centric digital infrastructure.
The Need for Seamless Underground CX
In urban transit, customer experience (CX) doesn’t stop at clean trains or punctual schedules. Today’s digitally savvy commuters expect real-time updates, navigation support, streaming capabilities, and uninterrupted voice calls—even in underground tunnels.
Unfortunately, many underground metros across the globe continue to suffer from patchy connectivity. This impacts not only entertainment and communication but also crucial safety updates and emergency access. Kanpur Metro’s approach, powered by BSNL and ACES India, directly addresses this gap.
A Customer-First Solution: In-Building Systems (IBS)
As part of the collaboration, ACES India designed and deployed an In-Building Solution (IBS) that extends BSNL’s network deep into the underground metro stations and tunnels.
This IBS system uses advanced distributed antenna systems to ensure uniform signal strength. It delivers high-speed data and crystal-clear voice coverage throughout the underground corridors. The deployment was not only efficient but also tailored to Kanpur Metro’s unique underground architecture.
Importantly, the project reflects a clear commitment to customer-first design principles—removing friction from the user experience where it’s least expected but most disruptive.
Live Results Speak Louder
A recent live demonstration validated the results. Commuters were able to enjoy full signal strength and uninterrupted data access, even during peak hours and while transitioning between stations.
This successful demonstration highlights the project’s technical excellence and its ability to deliver on CX expectations. Transitioning between underground and surface stations became smooth and seamless—a huge win for regular metro riders.
Voices Behind the Milestone
BSNL’s Perspective
Prabhansh Yadav, General Manager of BSNL, stated:
“It is a proud moment for BSNL to deliver robust and seamless network services across the underground sections of the Kanpur Metro. Our collaboration with ACES India ensures a superior connectivity experience for passengers and marks a significant step forward in the development of smart infrastructure in India.”
This highlights how BSNL is not just a network provider, but also a CX enabler in public mobility.
ACES India’s Vision
Mohammed N. Mazher, Managing Director of ACES India, echoed:
“Our agreement with BSNL for Kanpur Metro reflects ACES India’s commitment to building resilient telecom infrastructures that enable smart, connected mobility solutions. We are proud to play a role in shaping India’s modern transportation networks.”
This statement underlines ACES India’s focus on experience-driven innovation, not just technology deployment.
Why This Matters for CX Leaders
For CX professionals and digital strategists, this case offers several takeaways:
- Seamless connectivity is no longer a luxury—it’s an essential part of the customer journey.
- Infrastructure projects must go beyond technical KPIs and address end-to-end user satisfaction.
- Collaborations like this one show how public-private partnerships can elevate the everyday experience.
- Data accessibility in transit systems is a major lever for personalization, engagement, and safety.
CX Wins: What the Commuters Gain
- Always-On Communication: Passengers stay connected with work, family, and friends without disruption.
- Digital Services Access: Travel apps, ticketing systems, and maps remain usable throughout the underground journey.
- Improved Safety: Full network coverage means faster access to emergency services and alerts.
- Entertainment Continuity: Music, videos, and social media are accessible without buffering or delays.
In short, this solution removes friction points and adds value, aligning with modern CX standards.
Driving a New Standard in Public Infrastructure
This project positions Kanpur Metro as a benchmark for smart urban mobility in India. It aligns with broader smart city initiatives and rising expectations from digitally empowered citizens.
As urban transit systems continue to evolve, digital infrastructure must grow in lockstep. Projects like this demonstrate how focusing on the commuter’s digital journey leads to more inclusive, efficient, and satisfying experiences.
About ACES India
ACES India is a leading telecom and digital infrastructure solutions provider. The company specializes in designing, deploying, and managing next-generation connectivity systems for diverse environments.
By focusing on innovation, reliability, and customer-centricity, ACES India is playing a key role in building a smarter, more connected India.
Conclusion: A Blueprint for the Future of CX
BSNL and ACES India have shown what’s possible when technology and empathy intersect. Seamless underground connectivity is not just a technical feat—it’s a clear win for customer experience.
Kanpur Metro’s digital upgrade will now serve as a blueprint for other Indian cities aiming to modernize their public transport systems with CX as the core design principle.
The message is clear: in the age of smart cities and digital India, exceptional CX travels underground too.
