Telecommunications Trends and challenges 1. Accelerating revenue growth from new services to offset revenue decline in legacy products Infosys Consulting has worked with many of our Telecommunications industry clients to help them develop new product innovation strategies, product conceptualization, and business use cases and requirements. Read more We have successfully helped them to define product requirements and manage their execution during the product development, market trial and market launch phases. Infosys Consulting has created new product launch playbooks from conceptualization to market launch for Smart Home, OTT services, MVNO and Wireless digital services. The blueprints include templates for Go To Market (GTM) strategy, customer use cases, and business process flows for market to launch, order to cash and trouble to resolution. The blueprints also include high-level technical requirements and solution architecture. 2. Transforming the customer experience to reduce customer churn and increase ARPU Infosys Consulting works with Telecommunications clients to help them develop and execute a targeted customer experience strategy that will significantly improve their Net Promoter and CSAT scores in an industry where significant improvement is needed to keep pace with new market challenges. Read more This strategy and design will improve the omni-channel experience, help reduce repeat / non-value added calls into the call centers, and help design a complete entertainment package experience for consumers. Key parts of customer experience strategy are the design of best in class user journeys for specific scenarios such as new customer acquisitions, change / upgrade product set, handling billing or in-life service problems, and supporting large multi-location enterprise customers. Infosys Consulting approach to customer experience design leverages Design Thinking to incorporate customer empathy into the solution design process. Our Value Realization Methodology (VRM®) also focuses on key metrics such as churn reduction, ARPU increase, Net Promoter Score (NPS), repeat call volume drivers, etc. to ensure solutions are effective, insightful and impactful. 3. IT agility for launching new digital services and promotions Infosys Consulting works with our Telecommunications industry clients to develop and execute IT strategy for improving IT agility. Read more We do this by transforming their BSS/OSS business processes and applications, restructuring their IT release management and redesigning their IT solution delivery methodology to leverage Agile Methodology, DevOps and CI/CD (Continuous Integration and Continuous Delivery). Our approach to IT agility transforms IT capabilities for SDLC process redesign, organization structure and culture redesign, application architecture and performance management. We also manage the organizational change management and adoption required to scale up agility at the enterprise. Our consultants provide training and coaching to client employees as part of the change management program. 4. Optimizing the Cost Structure and operational efficiencies to maintain legacy services while building new services Infosys Consulting works with our Telecommunications Industry clients to define and execute cost reduction strategy. Read more We focus on application of innovation to operations, IT and network infrastructure. For example, helping a client to define a strategy and roadmap for adopting SDN/NFV architecture to reduce network maintenance cost. We also develop transformation strategies by using other proven levers such as call center and data center consolidation, application maintenance outsourcing and BPM. Innovation is at the centre of our cost reduction strategy definition approach because it helps our clients to improve their organizational capabilities and efficiencies while reducing the cost of running the legacy business. Infosys Consulting leverages its Value Realization Methodology (VRM®) which focuses on metrics, industry insight, innovation and new capabilities to help clients define and execute a cost reduction strategy.