Case Studies
IDC Model of Engagement for a MVNO Customer
The customer had grown with acquisitions resulting in having multiple customer-facing and carrier-facing applications, systems, and platforms. Management of these systems were a challenge involving higher cost, lower quality, and inability to enhance or release new capabilities due to lack of technical skills. This resulting in negative customer experiences and increased churn.
Solution Description
We setup a 27 member India Development Centre (IDC) for Application management in Kochi in less than 4 weeks
Took over complete Application management responsibility from the Customer team and reached steady state with in 4 weeks, leveraging our well defined transition and knowledge acquisition process
We catered to diverse technical skill requirements with our ability to ramp-up highly skilled and productive team quickly
Cleared all backlog of integration, platform migration and enhancement uses cases within 6 months into steady state
Delivered continuous improvement and optimization through innovation, automation, and process enhancements
Our comprehensive Program governance with multi-level touch points ensured excellent visibility and continuously reinforced customer confidence in the team
Outcome and Benefits Delivered
Reduced cost of Application management by more than 50%
Reduced end-consumer churn by more than 60%
By clearing all backlog of Use cases, the customer was in a position to kick start the development of their new integrated service platform
Significant reduced quality issues through automated testing and adoption of DevOps practices
End-Consumer complaints from the field was reduced by more than 90%
Fast tracked transformation of Customer business.
The Business Context and Challenges of the Customer
Customer was a MVNO service provider and as part of their business strategy, they were expanding their services & solutions by leveraging aspects of IoT technology. As part of this growth strategy, they acquired multiple companies which resulted in having multiple customer and carrier-facing applications, systems, and platforms.
Management of these systems were a challenge with high cost, lower quality, and inability to enhance or release new features due to lack of technical skills etc. This in turn was resulting in higher number of on-field complaints, negative customer experience, and overall increase in customer churn.
They not only had to address these tactical challenges, but also to address development of new integrated service platform, which is critical for their strategic business transformation and growth plans.
Model / Solution Description
We setup a 27 member India Development Centre (IDC) for Application management in Kochi in less than 4 weeks
Took over complete Application management responsibility from the Customer team and reached steady state with in 4 weeks, leveraging our well defined transition and knowledge acquisition process
We catered to diverse technical skill requirements with our ability to ramp-up highly skilled and productive team quickly
Cleared all backlog of integration, platform migration and enhancement uses cases within 6 months into steady state
Delivered continuous improvement and optimization through innovation, automation, and process enhancements
Our comprehensive Program governance with multi-level touch points ensured excellent visibility and continuously reinforced customer confidence in the team
The Solution / Model Description
Benefits and Strategic Value Delivered
Strategic Value Points
Effectively addressed Technical skill gaps
Increased Customer team’s bandwidth to focus on strategic initiatives
Kick started Development of new integrated Service platform
Able to introduce new services and solutions for several industry verticals
Tactical Benefits
