In today’s knowledge era, businesses survive on their ability to implement the changes required to remain competitive amidst volatile economic conditions and rising customer demands. The effective diagnosis of organizational culture, structural and operational strengths and weaknesses are fundamental to any successful organizational development. It is imperative to examine opportunities and challenges from internal and external angles so that businesses can respond to them efficiently and in a timely fashion for achieving long-term success.
Our Consultancy Services deliver business transformational offerings to help your business transform with certainty and produce tangible benefits.
Today, customer experience (CE) is a key differentiator in a commoditized telecom market. With the advent of mobile number portability, barriers such as a customer moving to a competitor for better quality and experience have reduced.
The challenge for organizations in managing customer experience lies in formulating and implementing a “customer focused” strategy. Our Customer Experience Enhancement (CXE) solution is a holistic solution that enables internal and external dissemination and continuous improvement of customer experience. The solution provides a complete and disciplined approach from strategy and implementation to improvement controls.
The solution includes the following:
Business Operations Transformation
Operational expenses account for about 50 percent of the total company costs and are heavily influenced by the cost of systems, people and processes.
Our Business Operations Transformation offering helps to achieve cost reduction and business agility by implementing a standard business and IT architecture – aligned to a telecom company’s processes, systems and people.
The sub offerings of Business Operations Transformation are:
The discipline of business analysis has matured from the initial scope of just requirement gathering and process analysis to providing businesses with the latest trends in technology; like self-serve applications, real time analytics, Cloud and social media solutions. Our Business Analysis practice identifies business needs and determines the most innovative solutions to challenges faced by businesses.
An effective business process analysis will support an integrated vision of business and technology and will bridge the gap between business requirements and IT solutions. Our business analysts are experts in collaborating with customers on bringing out the best in technology so that business gets conducted in the most innovative and optimum way. Our team of business analysts are experts in end to end telecom domain, functional areas (like customer relationship management, billing, provisioning) and various frequently used commercially off the shelf (COTS) products, (Siebel and Oracle BRM to name a few).
Our business analysis offering capacitates both at project and strategic levels. At a project level, we assist in successful delivery of IT projects by focusing on requirement gathering & process designing as per industry best practices. At a strategic level, we are involved in analyzing latest business trends and conducting transformation programs for delivering future proof solutions suited to an organization’s business needs.
Business Analytics helps transform organizational data across silos into useful business insights and drive the business value by leveraging our business Consultancy capabilities.
Our Business Analytics solutions address two key objectives of a business: Cost Minimization and Revenue Maximization i.e. cost is reduced and revenue is enhanced. As a result, operational efficiency, customer experience, sales and marketing, customer care and strategic investments improve.
The Business Analytics offerings leverage
Our Revenue Assurance offering is designed to help telecom companies in identifying and preventing revenue leakage and hence improving revenue generation. The offering also helps in improving efficiency at all points in the order-to-cash journey and enhancing cash flow by billing accurately on a timely basis, improving the effectiveness of cash collection processes, identifying system and process gaps, removing these gaps and reducing operating costs.
Approaches for Revenue Assurance:
There is an increasing need for program management to support and control roles in organizations. This is important to have an end-to-end visibility, mitigate risks or issues and control schedule, cost and budget variance.
Telecom companies typically have multiple programs running at any point of time. Among these programs, there are a few that are critical to fulfil the organization’s strategic objectives such as new product or service launches, system improvement, customer satisfaction improvement, revenue growth and cost reduction. Program management office has an important role to enable strategic decision making, manage organization change, strategic communications, program risks and dependencies.
Our social media consultants provide:
Social Media is catching on in the industry. By integrating social media information into business functions that not only capture actual customer sentiments but also offer various touch points to improve customer interactions and experience, we have built comprehensive end-to-end expertise in Social Media Strategy and Analytics for managing business-to-consumer (B2C) and business-to-business (B2B) transactions.
Business Improvement Diagnostics (BID) service helps a telecom company to study, analyze, prioritize and deep-dive into real business problems impacting the outcome of planned strategies and business goals. The BID service also provides decision-makers with solutions and executive capabilities for cost transformation (People – Process – System), process-based transformation and process assessment.
The BID service also helps to present an unbiased and realistic business view to the stakeholders. Further, it helps to highlight issues, concerns, problem areas, viewpoints, ideas and perspectives using proven probing and reasoning methods. Our BID service also provides a clear road map on initiatives and strategies that need to be undertaken for incremental improvement.
We have developed a full potential, business improvement diagnostics framework. This allows any company to perform a comprehensive review to quickly bring out the right issues that help improve profitability and business productivity.