Client Situation
Our client, a leading telecom giant in North America was facing challenges in improving their order fulfillment, also known as Order-to-Activate (O2A). They had always strived to deliver their services rapidly, aiming to improve the overall customer experience.
There was growing complexity in the client’s ecosystem – the number of roles, departments, systems, and channels involved in the O2A process. These complexities led to prolonged delays to deliver the services. The situation was getting worse as the client was trying to offer new third-party products and services to meet their growing customer expectations.
In a desperate attempt to improve the situation, the client outsourced the entire process to a third party. But the solution wasn’t delivering them sustainable business benefits. They reached out to external consultants to analyze and recommend improvement ideas. But due to a lack of participation from all the stakeholders, these ideas remained out of the window and never got executed.
That is where Prodapt came in and delivered end-to-end improvements across the order fulfillment process.
