SUCCESS STORIES / Operational Excellence

Re‑engineering of business processes fast‑tracks the delivery of services

How our Process Re-engineering Program (PREP) enabled Europe’s leading communications provider to achieve dramatic improvements in on-time service delivery and operational efficiency

"Today, the connectedness industry being at the heart of innovation and growth is opening exciting opportunities for many industries. Enabling customers to access services anytime, anywhere, and on any device with high service quality benchmarks is a top priority for any service provider.

To ensure service excellence, most companies have some form of process improvement program underway at any point in time. They often face challenges to meet the customer experience benchmarks or process improvement goals set for these programs; major reasons are their siloed functions and lack of collective change management across functions.

How can a service provider reinvent their service delivery, decrease cost and improve the customer experience?"

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25% improvement in operational efficiency

14% improvement in First Time Fix Rate (FTFR)

46% reduction in repeat dispatches

Enhanced on-time delivery rate of services

Client Situation

"Our client, a leading provider of connectivity services for homes & businesses across Europe, faced a similar challenge. Their field service delivery processes were complex, disparate, and inefficient. It impacted the customer experience, increased operational costs, and delayed revenue realization.

They were looking for a partner to consult and implement the solution to address this situation."

Prodapt process redesign enabled the client to solve today’s problem and re-positioned them for the future.

Diagnosis

 Prodapt process redesign enabled the client to solve today’s problem and re-positioned them for the future.

Solving It

"We leveraged our intelligent process re-engineering framework to create a blueprint for process reinvention that enabled us to discover process inefficiencies, identify use-cases for improvement, and implement the solution.

Our process consultants studied their existing processes to identify business processes that had potential wastages. We engaged with different stakeholders to get a holistic view of process execution and leveraged process mining tools to understand process redundancies better.

We built the ability to evaluate and prioritize process improvement use-cases designed solutions comprising operational changes, system changes, and Hyperautomation to improve the process efficiency.

Our value tracking dashboard ensured the implemented process changes yield results by tracking process metrics and provided opportunities for continuous improvements."

Prodapt enabled the client improve the on-time delivery rate of their services significantly. Especially the teams are working in silos, with multiple handoffs could improve the efficiency with the order to activate, service asuurance, and repair processes.

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