Telecommunications Service Providers operate in a highly competitive market that requires bringing innovative products and services to market faster and maintaining robust order fulfillment and service activation processes while reducing cost and complexity. Wipro Consulting addresses these challenges through an operating model and performance management system design, process standardization, alignment to e-TOM across the value chain, and strategies to reduce customer churn.
Our services for the Telecommunications industry redefine business operating models to create efficiencies and increase effectiveness by improving agility, shortening time to market, and improving customer service. This includes:
- Defining a standardized process framework aligned to eTOM across lines of business
- Optimizing processes such as 'concept to launch,' 'lead to cash,' and 'trouble to resolve'
- Establishing baseline process performance and establishing effective process controls through key performance indicators
- Using Lean and Six Sigma techniques to enhance average revenue per unit (ARPU), reduce customer churn, and improve the customer experience
- Differentiating service performance to retain high-value customers and increase up-sell and cross-sell opportunities
- Reducing the cost to serve and optimizing the workforce
Typically there is a strong connection between telecommunications business processes and IT, and Wipro's combination of ITIL and BPM consulting capabilities can help you deliver information and communications technology (ICT) services more profitability while improving customer satisfaction.
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