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COMMUNICATIONS

Advance to Digital Strategy With a Customer-Centric Approach


The Challenge

To drive growth, a leading global satellite communications provider expanded its customer base and portfolio of services and solutions through a series of acquisitions. This led to operational overhead due to disparate systems and operational complexity that added high costs and slowed time to market for new services. Inconsistent service also led to deteriorating customer satisfaction scores. The company decided to transform its support functions as a part of its strategic shift from mobile broadband to digital enablement.


Our Approach

The company partnered with Cognizant's communications digital experts to overhaul all aspects of the customer journey, identifying billing as mission critical. Cognizant assisted by building a unified, scalable billing operation across all the communications provider’s services and geographies. We defined, designed and transformed the business, from discovery to deployment and ongoing support.

The company had 38 billing systems and its target was to convert all of them into a single system across eight release cycles. The project team was spread across four continents, with around 250 people supporting five business units and 8,000 customers. Cognizant also managed the transformation initiative, including governance, program management office (PMO) processes and executive sponsorship.

Adopting a Customer-Centric Approach to Services and Billing

As a strategic partner, Cognizant designed the business architecture to implement new digital concepts and future-proof the technical solution. We assessed, identified and streamlined business processes to harmonize billing and create a customer-centric experience. 

Cognizant applied organizational change management (OCM) disciplines to align the leadership team and ensure full user adoption. We also created a marketing campaign to promote the value of the new billing system for customers. The communications provider expects to reduce time to market for new services from months to weeks.

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$4 million savings

in annual operating and capital expenditure

50% reduction

in billing errors

Increased

self-service and personalization


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