Managed Digital Transformation to Reduce Order-to Activate (O2A) Cycle Time and to Increase New Business Wins

The Business Need/Challenge

As technology adoption has skyrocketed, it has vastly changed the way that consumers engage with a Digital Service Provider (DSP). Consequently, many DSPs feel the heat of customer churn due to substandard order-to-activate (O2A) processes. Siloed teams, delayed revenue, opaque processes, and increasing product complexity forms a perfect recipe for long order-to-activate cycles. This in turn poses a threat to customer satisfaction levels and customer retention. In addition, many DSPs have grown as a result of mergers and acquisitions (M&As) and still have parallel IT and activation operations, making it incredibly challenging to measure, analyze, and optimize the O2A process.

Most of the conventional approaches drive transformation initiatives as ad-hoc implementations. Moreover, it ignores the operational reality about lack of standardization, the sheer number of custom requests, and the fluid nature of operational processes. The final outcome being elongated cycle time, missed due dates, delayed revenue realization, high operational expenditure (OpEx), and poor customer experience. Hence, it becomes increasingly crucial to adopt a holistic transformation model that can address these challenges in the DSP ecosystem.

What We Do

The order-to-activate process is the core of the business and operational support of any DSP. Through the ‘Managed Transformation Model,’ Prodapt engages in collaboration with the DSP to optimize and transform their operations holistically. Furthermore, it promises to deliver long term sustainable business benefits such as cycle time reduction, accelerated revenue, enhanced customer experience, and OpEx savings. The engagement encompasses managed transformation levers such as agile work cell, process optimization & automation, and operational accountability.

Prodapt being an early adapter of AI/ML integrated RPA offerings has addressed the need for faster O2A cycle by employing such solutions. Our approach is to address end-to-end (E2E) operations across the O2A process area while incrementally transforming the business process in parallel.

Prodapt’s services are built on deep domain expertise with a singular focus on DSPs/CSPs and are enabled by the process experience lab. The dedicated innovation lab offers new solutions for market needs and serves as the key enabler for our business outcome solutions.

Our managed transformation levers are:

  • Agile Work Cell Model – Cross-functional operations team members form an agile work cell with end-to-end responsibility for the process, thus reducing handoffs, bringing better visibility and reducing touchpoints by 70%

  • Process Optimization & Automation– Data-driven process analytics to drive hyper-automation, identify improvement opportunities, and set new baseline targets

  • Operational Accountability – Process and people management using tools enabling an end-to-end view of the process, performance tracking, and governance

    • Order visibility dashboard empowers Service Delivery Managers (SDMs) with E2E visibility of each order with milestones and updates
    • Transaction Lifecycle Master(TLM) tool helps in governance, performance tracking, and reporting
  • OpEx savings of 40% to 60% over three years
  • Average cycle time improvement by 40% to 50% over two years ensuring service quality
  • Effective utilization of resources across more productive areas and process handling in a lean model
  • Focus on automation with a target of 40% to 60% of automated operations
  • Less than 20% of reworks across the operations teams
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IPsoft provides conversational AI for complex use cases. IPsoft's Amelia summons insights to give customers personalized, informed experiences

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LivePerson powers the at-home workforce with Conversational AI and messaging.

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Automation Anywhere is the only cognitive robotic process automation platform designed to automate any business process in the modern enterprise.

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With Watson, you can bring AI tools and apps to your data wherever it resides.

+ Our Offering

Prodapt’s services are built on deep domain expertise with a singular focus on DSPs/CSPs and are enabled by the process experience lab. The dedicated innovation lab offers new solutions for market needs and serves as the key enabler for our business outcome solutions.

Our managed transformation levers are:

  • Agile Work Cell Model – Cross-functional operations team members form an agile work cell with end-to-end responsibility for the process, thus reducing handoffs, bringing better visibility and reducing touchpoints by 70%

  • Process Optimization & Automation– Data-driven process analytics to drive hyper-automation, identify improvement opportunities, and set new baseline targets

  • Operational Accountability – Process and people management using tools enabling an end-to-end view of the process, performance tracking, and governance

    • Order visibility dashboard empowers Service Delivery Managers (SDMs) with E2E visibility of each order with milestones and updates
    • Transaction Lifecycle Master(TLM) tool helps in governance, performance tracking, and reporting
+ Business Outcome
  • OpEx savings of 40% to 60% over three years
  • Average cycle time improvement by 40% to 50% over two years ensuring service quality
  • Effective utilization of resources across more productive areas and process handling in a lean model
  • Focus on automation with a target of 40% to 60% of automated operations
  • Less than 20% of reworks across the operations teams
+ Partners
null

IPsoft provides conversational AI for complex use cases. IPsoft's Amelia summons insights to give customers personalized, informed experiences

null

LivePerson powers the at-home workforce with Conversational AI and messaging.

null

Automation Anywhere is the only cognitive robotic process automation platform designed to automate any business process in the modern enterprise.

null

With Watson, you can bring AI tools and apps to your data wherever it resides.

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