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Telecom Giant Nurtures Start-Up Culture to Make Rapid Improvements

The Challenge

Declining revenues and increased competition prompted this major telecom organization to rethink its operational strategy. An internal analysis revealed that its operating costs and time to market were drastically out of line with industry standards. As a result, a request for proposal was issued that included several clear objectives: Slash operating costs, improve the stability of IT systems and increase its net promoter score (NPS)—a key metric for customer satisfaction.

Our Approach

Cognizant proposed a shift to a DevOps model with a modern IT platform and agile development environment. We included a vertical integration strategy, keeping application development, maintenance and infrastructure integrated across business support systems using a single provider. Operations support systems would require a second provider, ultimately consolidating the company’s vendors from six to two.

Careful planning and extensive training ensured zero impact to the business during the transition. By collaborating with transition teams, Cognizant and other suppliers ensured transparency, strong governance and quick resolution when issues arose.

Faster Development, More Stable Systems, Happier Customers

In the first six months, and following a proven agile process, we transitioned more than 130 applications away from complex off-the-shelf packages to fewer and more automated solutions. Among other improvements, the company’s NPS satisfaction score increased by 10 points in just one year.

130

number of applications transitioned in less than six months

100%

increase in agile adoption across development and testing

30%

improvement in operations stability

26%

reduction in costs

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