Transforming Communication Services with Global Sourcing
The Client
While rapid growth in the telecom industry has increased growth opportunities for telcos, it has also brought forth new challenges. Besides requiring strong infrastructure to support a range of upcoming services, providers also have to focus on managing customer relationships. Our client, a leading communication solutions provider with over US$35 billion revenues and more than 20 million customers, set out to transform its operations in order to provide next-generation services.
Business Need
The client's existing infrastructure had a number of drawbacks like operational inefficiencies, disoriented workflow and redundancy, disparate systems, lack of process coherence, and high operational costs. The company was looking at consolidating, getting rid of redundancies and increasing efficiencies in terms of time-to-market and improved customer services.
Our Solution
Infosys partnered with the client to help develop IT initiatives in its core telecom domain. Within two years of commencing the relationship, Infosys gained the ability to support major business transformation initiatives. Infosys rapidly took ownership of the programs, freeing strategic staff to participate whole-heartedly in business growth and strategy.
Our services footprint ranges from Business Process Consulting to joint R&D investment, full lifecycle ownership of mission critical programs, Network Operations, Network Engineering, Network Management, AD&M of Operations Support System, testing and Second and Third Line support.
Infosys partnered with the client to create an end-to-end solution that aligned its business strategy to its long-term objectives, while also addressing the business process challenges faced by the company. No wonder it has been lauded as the “No.1 Offshore Vendor” for two years in a row. Some of the key areas where Infosys made a difference:
- Network Operating Center (NOC): A full-fledged offshore NOC was set up to provide complete infrastructure support for the client's portfolio of managed services
- Centre of Excellence: COE focused on niche technologies used by the client was specially created to support any kind of development and maintenance work
- Offshore Development Center: A dedicated offshore development center was set up for business transformation initiatives such as business process management, business process reengineering, impact analysis, process simulation and process design consulting
- Business Process Outsourcing: The client has an additional advantage of leveraging the services of Infosys BPO for transaction processing and other consumer-oriented call centre services
Benefits
The end-to-end solutions provided by Infosys helped the client at every step of its endeavor to create a network to support next-generation communication services. The impact has been dramatic:
- The company became more agile and was able to meet its customer needs more efficiently. The business processes gained flexibility and cost savings of more than 30% were achieved
- The transformed business model enables the client to focus on innovation and continuously enhance its technical capabilities in sync with changing market needs.