Global Sourcing
Case Studies
Transforming Communication Services with Global Sourcing
Introduction
While rapid growth in the telecom industry has created many opportunities for telcos, it has also brought forth many new challenges. Besides having a strong infrastructure to support a whole range of upcoming services, the providers also need to focus on managing customer relationships.
Business Challenge
Our client, a leading communication solutions provider with over $35 billion revenues and more than 20 million customers, set out to transform its operations to provide next generation services. The existing infrastructure had a number of drawbacks like Operational Inefficiencies, Disoriented workflow and redundancy, Disparate systems, Lack of process coherence, and High operational costs (TCO). The company was looking at consolidating, getting rid of redundancies and increasing efficiencies in terms of time-to-market and improved customer services.
Infosys' Solution
Infosys partnered with the client to help them in their IT initiatives in core telecom domain. Within 2 years of commencing the relationship, Infosys gained ability to support major business transformation initiatives. Infosys rapidly took the ownership of the programs freeing some of the strategic staff to participate in business growth and strategy.
Our services footprint ranges from Business Process consulting to joint R&D investment, full life cycle ownership of mission critical programs, Network Operations, Network Engineering, Network Management, AD&M of Operations Support System, Testing, second & third line support.
Infosys partnered with the client to create an end-to-end solution that would align with its business strategy and long-term objectives and addressed the business process challenges faced by the company. No wonder it has been recognized as the "No. 1 Offshore Vendor" for the last 2 years. 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 arm, Progeon, for transaction processing and other consumer-oriented call centre services.
Infosys' end-to-end capabilities helped the client at every step in its endeavor to create a network to support next generation communication services:
- 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%
- The transformed business model enables the client to focus on innovation and continuously enhance its technical capabilities in sync with changing market needs.
News
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