Case Study: Reducing Delivery Costs for Voice and Data Services

A North American carrier achieved $4.83M annual labor savings and a fully automated wireline service delivery to enterprise business customers after Cartesian’s assessment and recommended actions.

Client Case Study

Our Client’s Situation

Over several years, the demand for TDM voice and data services in the enterprise business sector has declined in favor of IP-based services.  Faced with year-over-year shrinking revenue, our North America carrier client sought to drive cost out of the service delivery process for legacy wireline services to improve bottom-line results.

How We Approached the Issue

Over a 16-week period, Cartesian assessed the work center processes and tools to identify initiatives to reduce costs.  Using our proven assessment methodology and deep subject matter expertise in service center operations and support systems, we documented the current state service delivery process flows, captured effort (volume and cycle time) for key steps, developed recommendations, quantified benefits (savings), authored high level requirements for the necessary systems work, gathered implementation costs, and worked with the client to prioritize initiatives based on our cost / benefit analysis.

What We Did to Help

We developed specific recommendations in the following areas to reduce costs in the ordering, design, provisioning, and testing steps for TDM voice service with advanced features:

  • Expanding customer self-service tools to encompass specific ordering and provisioning tasks
  • Automating tasks with no value-add by work center staff
  • Preventing specific system errors that require manual intervention

The End Result

As a result of the assessment, we defined specific initiatives to enable a $4.83M annual labor savings following a one-year period to breakeven on investment.  Concurrently, the client launched a multi-year initiative to more fully automate wireline service delivery to enterprise business customers.  Cartesian’s recommendations were realized through this funded program.