Our experts in business operations analyze how Communication Service Providers (CSPs) and enterprises perform and can identify gaps and places where and when new revolutionary technologies such as machine learning should be adopted. We proposed a business transformation with new ways of segmenting operations to future-proof a Tier 2 CSP. We also looked at how machine learning could help with a Tier 1 CSP to improve customer loyalty, and we assessed a Tier 1 wireline CSP to identify and recommend closure on several critical gaps, along with implementation roadmaps. Details:
Case Study 1: Organizational Transformation for Tier 2 North American CSP
Challenge: Improve customer centricity, decision making, and scalability by adopting a Future X strategy along with an organizational transformation
Methodology: We developed a future-proof organizational model adhering to specific business objectives, and incorporated the following themes:
- Enterprise services
- Efficiency through digitalization
- Automation and analytics skills
- Industry leading change management
- Implementation of DevOps
Value Creation: We offered a blueprint of a future organizational model with at least 10% improvement in operational efficiency.
Case Study 2: Smart Experience transformation for Tier 1 South American CSP
Challenge: How can we leverage Analytics and Machine Learning to drive profitable loyalty and improved business results?
Methodology: We analyzed multiple customer touchpoint data to provide a holistic customer profile relevant at the individual level, applied advanced data science techniques such as statistical path modeling and machine learning predictive analysis and clustering, and we identified non-intuitive levers to proactively influence customer behavior to increase loyalty and profitability
Value Creation: We provided a data-driven framework for actionable insights and on-going strategic decision making to optimize the right experience for customers.
Case Study 3: Operations Readiness Assessment for Tier 1 North American wireline CSP
Challenge: What are our critical issues in our operations strategy, and how does our approach align with being future-proof?
Methodology: We analyzed the business operations to identify multiple critical gaps, aligned our recommendations with executive imperatives, and created 90 day, 1 year, and 3 year roadmaps. We also quantified the expected benefits of OpEx reduction, improved quality, and improved performance.
Value Creation: We uncovered the most important executive-level recommendations to drive change and charter improvement projects.