Telecom and Networking
A global wholesale telco needed to insource Customer Service and Network Operations from a Tier 1 provider into a new India centre.
Service line
India-to-World Platform
India maturity stage
Stage 3 — India-Present
The Situation
A global wholesale telco, supporting major cellular technologies (NB-IoT, CAT-M1, LTE), had outsourced Customer Service and Network Operations to a Tier 1 IT service provider. They faced ongoing client escalations on service quality and customer experience, a gap between committed and delivered operational and business benefits, and scalability limits against demand.
The Innovalus Intervention
A PMO support program assessed and remediated issues spanning the service provider's scope, people, tools, knowledge management, and NOC infrastructure, alongside customer delivery processes. This culminated in setting up an India Center, insourcing Service and Network Operations into it, and transitioning to steady state — with customer experience management ultimately delivered across US, France, and India cross-border locations.
The Measurable Outcome
Enhanced Operations Efficiency and Customer Experience Management capabilities.
Improved Problem Diagnosis and Resolution capabilities.
Enhanced Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) between the Network Operations Center (NOC), internal subject matter experts (SMEs), and external vendors.
Streamlined the governance process between the telecommunications company and the service provider.
Senior partner led
NDA on request
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