CASE STUDY: Telecom Industry

COMPANY PROFILE

  • Industry Telecom
  • Location Dallas, Texas
  • Employees 280,000 (Global)

Our client is a Dallas-based international communications company.  Their program is a multi-year effort in which they would roll out a new digital platform to support sales and service.  Historically, they had performed sales and service enablement through a manual process which included manual registration, custom development and an array of legacy applications.

BUSINESS SITUATION

Giant telecom company recognized that failure to advance in the self-serve online market increases potential market share loss due to decreased customer satisfaction, a less than competitive online opportunity, and continued lengthy handling time for order provisioning.

The goal of this project was to deliver an online customer facing ordering experience allowing for self-service ordering of the company's business VoIP telecom products.  The ordering experience includes a required data set supporting order automation, provisioning & fulfillment, and support when manual assistance is required to complete order provisioning. 

As projects scaled up, it became increasingly difficult not only to bring aboard new highly technical products, but to align with many cross-functional work streams (e.g., Product, Business, UX, Content, Legal, TechDev).  Our client knew that it needed a better methodology to define business digital requirements and create software.   Additionally, not everyone assigned to the projects were well-versed in Agile leading practices and hence, did not have the skills to either kick the project off or bring it to the next phase.

STRIVE SOLUTION

Strive Consulting was able to rapidly ramp up the project (provided digital experience & delivery leadership, captured business requirements, offered UX design expertise) and ensure a smooth transition and execution.  Strive helped to scope the project and provide strategic planning to support the new digital platform’s complex ordering capabilities.  The Strive team worked closely with the client throughout the design & development process, from initial wireframes to final comps, to deliver an effortless online customer experience.  Strive deployed highly-skilled digital experience and mobile consultants (e.g., Product Owner, Business Analyst, Scrum Master, Technical/Functional Architect, UX) to support multiple functional work streams (e.g., UX, Strategic Services, Registration, eOrder/Order Status, Billing, Ticketing).  Our Agile product owner formulated vision, strategic product roadmap and leading practices, via the Agile framework (e.g., features, epics, user stories) in Rally.

RESULTS

Strive delivered an effortless self-serve online ordering (new orders & change orders) experience for our client's strategic products on the new digital platform.  Key telecom order types successfully activated:  Change # of Concurrent Calls, Add Remote Branch Extension, Add Phone Numbers, Port-In LEC, Phone Numbers, Change VoIP Dial Plan, Change Directory Listing, Change Calling Feature, and Disconnects of Phone Numbers.  Additionally, we assisted with the buildup of the new digital process enablement process for complementary client-facing initiatives:  Portal Integration, Third-Party Onboarding, Cross-sell/Upsell Offerings, A/B Testing.