Services >
Consulting >
Optimize
Fine-tune Operations to Pare Costs and Deliver a Superior Customer Experience
Growth means success, but it can also mean stress on networks and operations. Solving growing pains with new network capacity or extra staff is expensive and inefficient. The best solution: improve operational efficiency and customer experience by applying deep insight into telecom technology and architectures, processes, systems and data.
As the following telecom case studies show, Telcordia Consulting Services is more than up to the task.
North American tier 1: Scale FTTx Rollout with Improved Exception Handling
Goals
- Aggressively deploy mass-market services across all acquired properties.
- Scale order fallout handling process to avoid massive growth in headcount arising from significant growth in order volumes.
Solution
- Used automated tools to identify root causes of fallout.
- Developed and implemented methods to catalog, manage and reduce errors.
- Deployed Telcordia® Work Director in 30 work centers; now used by 1700+ personnel.
Results
- Over $74M in savings from improved order fallout triage, avoided headcount expense, more precise root cause analysis, and mechanized exception handling.
- Service order flow-through improved from 55% to 92% in 2008; currently 90+%.
- 60+% reduction in fallout while handling 30% more orders.
- Two client centers have invested in Telcordia with a 4-to-1 ROI for every dollar spent (2009 results), and Telcordia services providing 40% of the actual benefit but only 22% of total costs.
European Incumbent: Address Critical Assurance Issues Affecting IP and Ethernet Customer Service
Goals
- Improve service delivery consistency to retain more customers.
- Improve IP network service assurance capability to reach competitive service quality and performance levels.
Solution
- Designed trouble-to-repair organizational model, staffing requirements, skills assessment, and queuing analysis of worker backlog.
- Developed service assurance processes, methods and procedures, and training, based on ITIL Framework.
- Managed customer program to transform trouble-to-repair operations.
Results
- IP fault index decreased 15% over FY08.
- Edge network downtime reduced by 30% from FY08.
- Dramatically improved rate of network changes that do not disrupt customer service.
- Enhanced internal IP skills and ability to address next-generation technologies.
- Improved customer focus with better assurance toolset.
International Fiber-Based CSP: Optimizing Service Delivery Operations to Step Up Competitive Position
Goals
- Bring customer experience to the next level while simultaneously reducing costs.
- Build on current initiatives using existing people and processes to quickly optimize service delivery operations and improve cycle time for DS1, DS3, and SONET services.
Solution
- Analyzed existing order entry, design, and capacity jeopardy processes, leading to 67 recommendations.
- Recommended transitional process and continuous quality improvement process based on best practices.
- Delivered a proof of concept to reconcile data between billing and inventory.
Results
- Roadmap developed for reducing transport service delivery cycle time from 44 to 25 days.
- Roadmap also developed to:
- Lower operational costs by 20% from reduction in work effort.
- Recover 25,000 stranded facilities.
- Reduce delivery cycle times thorough better asset management.
- Improve customer satisfaction survey results to meet objectives.
