Telecommunications - ILEC/CLEC/RBOC

Project Background A provider of fiber-based communications services
Network offerings including Internet Protocol services, metro and longhaul transport, content and video delivery, data and voice services.
Business Challenge • Problems designing and delivering new video streaming products and services as a result of acquiring a small company with different processes and technologies
• Several processes were not documented with workflows, job aids and product
• All project work had to be completed and tested within six weeks to meet product launch date
Project Approach Two person project team worked with cross-functional team of client staff, departmental management, IT, supervisors, process subject matter experts and executive management over 6 weeks to:
• Conduct cross functional interviews with engineering, finance, sales/order entry, IT, service delivery and service management to map new product processes into the corporate BPM application
• Identify technology and process methodology gaps between corporate and newly acquired company
• Design and document process flows, job aids and product life cycle documentation for new video streaming products and services
• Update project status, action plans and file documentation using MS Share Point, MS Project and Info Path
Business Benefits • Successfully designed, documented and tested new processes in BPMS before product launch date
• Eliminated cross-organizational communications barriers and duplicate processes
• Mapped new processes to leverage existing financial, billing, distribution systems and data sources


Project Background A large ILEC/CLEC that provides voice and data services to several hundred thousand customers.
Business Challenge • Call centers were supported by a Central Office switch with ACD software providing only limited capabilities and management information
• Agent desktop application environment was very complex which led to higher than average error rates and handle time
• Company required a fully integrated contact center technology and desktop solution to enhance the customer experience
Project Approach Within 2 months, in conjunction with the client, we:
• Developed corporate vision of customer care
• Conducted a needs assessment
• Developed high-level technology requirements based on the corporate vision
• Created a business case for recommendations
• The project team presented the business case to executives and gained approval
• In three months, a three person consultant team worked with the client to define requirements, develop RFPs, review vendor presentations, and negotiate contracts
• The project team worked with the vendor to assist in implementation and acceptance of the new solution through 2 phases.
Business Benefits • The client saw increased sales and decreased costs within the first quarter following implementation
• The client leveraged the improved reporting and customer insight capabilities of the new system to identify repeat caller issues and developed action plans which reduced repeat calling rates by 30%.

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