Wipro helped a leading telecom infrastructure company in UK increase billing accuracy by 18.75%, reduce resource spend by 16%, and plug revenue leakage to the tune of 1.3 million GBP by implementing the Continuous Improvement Framework for pre-billing validation.
Client Background
The client is one of the leading telecom infrastructures in UK. It installs and maintains the communication infrastructure that links homes and businesses to their service providers’ networks.
Industry Landscape
Industry experts estimate telecom companies face losses, ranging from 1% to 5% of the overall revenue, due to revenue leakage. Apart from dealing with the issue of revenue leakage, the telecom companies also need to ensure customer satisfaction by not overcharging them. Any dispute from the end customer would mean rework and can lead to hefty fines from the regulatory authority. A robust pre-billing validation process is necessary to keep the balance between revenue management and customer satisfaction.
Opportunity
The client had raised these concerns:
Solution
To overcome these challenges, the team members were introduced to the Continuous Improvement Framework. As a result, the team got out of the firefighting mode and adopted a standard approach to resolving issues.
The framework included:
Voice of Customer: Introduction to the concept of external customer and internal customer. Creation of Critical to Quality performance measures
Process Simplification: Concepts of Value Stream Mapping and L4 process mapping introduced to help identify the “wastes” in the process. Upstream and downstream processes explained to help understand the impact of wrong validation
People, Quality, Delivery and Cost: Current, future and target conditions outlined
Automation: Non-value-add processes automated using macros
Fungibility: A flexible pool of resources created to counter the spike in volumes. Skill matrix calendar prepared
Business Impact
The Continuous Improvement Framework helped the client maintain the equilibrium between revenue management and customer satisfaction.
“Really good attention to detail and focus on Continuous Improvement has increased our productivity and has allowed our bills to be more accurate. Also, Wipro has found out areas where we were missing on revenue”
- Director of Payments and Head of Managed Services