TRANSFORMING A BUSINESS, ONE PROCESS AT A TIME
How do you become a market leader? If you’re in a booming industry like broadband, you start by getting to market faster than the competition. One large, US telco is tackling transformation one process at a time, starting with an evaluation of how their growth-leading product offerings are sold, deployed, and supported. While we the telco does not wish to be identified by name (we’ll refer to them as TELCO in this article), they have provided permission for us to share their story.
REDUCING CYCLE TIME TO GET AHEAD OF DEMAND
TELCO is focused on delivering a total customer experience – from the first contact to delivering the correct service and product – in the shortest possible time. TELCO knew it had inefficiencies in the product delivery process, but they weren’t sure how to get the improvements they needed.
“Ultimately, we want to transform TELCO into a market leader from the inside out,” said TELCO director of serviceability. To achieve this, TELCO is embarking on a corporate strategy to remove inefficiencies and significantly improve customer service and time to market.
A DIGITAL TWIN FINDS THE PERFECT PATH FOR IMPROVEMENTS
Two of TELCO’s most strategic products – commercial Hosted Voice over Internet Protocol and residential High-Speed data offerings – are routed through the majority of TELCO departments. TELCO recognised that their current processes were complicated, manual, and took far too long to move from customer request to order fulfilment. TELCO sales and sales support teams were spending too much time determining if a prospective customer is serviceable.
With the help of MagikMinds and LINQ, TELCO created a Digital Twin of the VoIP sales and deployment process. LINQ’s dashboards helped the team easily identify and measure the impacts of issues and opportunities including duplicate data entry, opportunities for automation, resource reallocation needs, significant customer touchpoints, and the true operating cost of delivering the hosted VoIP solution.
“In one day of data input, we were able to move into the preliminary dashboards and start having meaningful analytic conversations,” said TELCO.
THREE-MONTH PROJECT SAVES $1.3M ANNUAL OPERATING COSTS
After creating a digital twin of the VOIP sales process in LINQ, TELCO subject matter experts used the powerful dashboard capabilities within LINQ to identify areas for improvement. This analysis proved to TELCO stakeholders that the current way of doing business presented many challenges, including:
- Too many touchpoints with the customer during the sales and installation process.
- The current process for confirming serviceability is expensive, manual, and not scalable.
- There are several opportunities to automate key processes that will significantly improve time to market.
LINQ was then used to simulate the desired future state, including automation and other improvements to the lead generation and delivery processes that will deliver annual operational cost savings of $1.3M.
“FINALLY! We have yearned for concrete insights into our business operations for years. We have talked about ‘transformation’, but it remained very conceptual. LINQ ideally will become a first step to developing our annual project roadmaps across the company.”
In just three months, TELCO completed a comprehensive analysis of its entire VOIP process and has a clear plan for the implementing changes that will deliver an estimated annual cost savings of $1.3M.
“We now have a clear business case for a change! We found valuable quick hits and how to make a quantifiable business case for bigger changes like automation.”
Building on the successful evaluation of the VOIP process, TELCO is now modelling the sales and delivery processes for all of TELCO’s offerings, with the goal of driving non-emotional, factual and informed business decisions which will allow TELCO to manage its on-going transformation in a competitive marketplace.