Strategy and business case for automating service fulfilment in a leading telecom provider.
One of the UK's leading telecommunications providers:
Deliver a strategy and subsequent business case to support automation of service fulfilment to improve customer experience, time-to-market and rapidly reduce operating costs.
Objectives of the project
The client asked BearingPoint to deliver a strategy and subsequent business case to support automation of service fulfilment to improve customer experience, time-to-market and rapidly reduce operating costs.
The current economic market conditions, coupled with growing competition, have put increasing pressure on the company to deliver a compelling customer experience whilst improving margins.
This transformation programme was designed to deliver a step-change in service fulfilment performance, improving the current customer experience and supporting rapid product launch in the future.
Measurable & concrete results
Strategy for customer-self provisioning and zero-touch automation that will deliver a step-change in operational performance, as well as significant cost savings and improvement in customer experience.
Requirements, in the form of user stories, for implementing the transformation programme.
Understanding of the benefits that would be delivered from this complex transformation programme at an activity level, and of the associated costs.
What BearingPoint did
Strategy involved understanding current situation (analysing operational data/issues, benchmarking) determining to-be customer experience and then describing the roadmap and benefits.
The business case stage involved development of ‘to-be’ user stories, detailing requirements. These were then costed and used in the benefits quantification and analysis. Benefits quantification involved analysis of activity times and future automation levels.