Problem:
Burdened with increasing competition and rising demand from customers for cutting edge offerings, the world’s communication service providers (CSPs) are rapidly overhauling the processes and infrastructure used to deliver advanced services. When a large Indian IT services provider was asked to help one of the most prominent telecommunications companies with a major overhaul project, they were expected to begin delivering significant value within three years. As financial markets took a turn for the worse, budgets were tightened and expectations changed for the project. The provider now had to realign project necessities and development methods to begin delivering measurable value within the current fiscal year. The provider had to deliver high quality software quickly and incrementally to meet the new expectations, but to do so they would have to reshape their strategy and follow a set of unfamiliar best practices.
Challenges:
Chief among the provider team’s challenges was the compressed delivery schedule. In order to deliver benefits within the first year, the team would have to adopt a new set of development practices that would deliver usable software incrementally. Additionally, the criteria for the original project did not change. The team was expected to reduce the entire IT system estate from 750 to 200 systems, and provide a 60 percent cost reduction. These were to be completed without impacting the IT environment’s performance, while drastically improving the end customer’s quality of service. This would require the development team to understand the complex world of standards and architectures used by Telco Providers.
Solution:
Lacking the expertise and best practices to meet the project’s new set of deadlines, as well as the necessary telecommunications experience, the provider turned to Emergn. The Emergn experts were asked to lead the team, working across several geographies and business divisions within the entire IT estate. Emergn helped to shape the plan for how the provider would actually meet the CSP’s new expectations, laying out a clear development structure and delivery schedule. The team was taught how to use the new best practices to begin delivering on the project’s requirements immediately. To enhance the end customer experience as desired by the CSP, Emergn focused on instilling the necessary practices to increase quality that the provider’s team would need to bring new services to market faster and make sure they were built right the first time.
The results
The provider was able to successfully react to the drastic shift in scheduling priorities made to the project and embed themselves with the CSP to begin executing to the new requirements. The team became an integral part of the Telco company’s delivery arm, and met both the original and new challenges of the contract. Using the new best practices, the provider team began delivering working modifications to the IT estate within the new timeline, and begin producing the cost reductions expected. Subsequently, they were able to see value for the entire overhaul initiative within the first year of the project, keeping overall corporate budgets in line and increasing the quality of experience among their customers.
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