Transformation & Optimization Case Study

Business Challenge

A Telecom Managed Services company was having challenges with their margin eroding in the maintenance service unit. Systems and processes were underperforming and did not meet current market standards. There were multiple dissimilar systems, the processes were not ITIL v3 compliant, the organization was not aligned to support the customer requirements of their contracts, and the vendor base was misaligned.


  • Systems module re-design
  • Delivery process re-engineering
  • Personnel reorganization and training
  • Vendor realignment and standardization

Client Results

  • Expanded capacity by 80%
  • Decreased operating expenses by 32%
  • Increased service level achievement 18%
  • Lowered vendor cost by 28%