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COMMUNICATIONS

Telco Giant Slashes IAM Backlog, Drives Key Metrics


The Challenge

Keeping security programs current was critical for a global telecommunications conglomerate. But when its software provider missed a critical deadline to upgrade the company’s identity and access management (IAM) system, it was left with an unsupported and unstable infrastructure that created a significant backlog as well as high-ticket escalations.


Our Approach

The company transitioned its IAM system to Cognizant. Bringing a unique mix of onsite, onshore and offshore resources, we customized support based on the company’s parameters. Our end-to-end approach provided a full complement of security services, from design and operational support to managed services.

Within eight weeks, the company’s IAM backlog was dramatically reduced, the system stabilized, failure rates plummeted and system maturity improved significantly. This improved the user experience and enabled the company’s stakeholders to quickly meet key performance metrics.

System Maturity Enhances Stability, Improves User Experience

With Cognizant's solutions, the telco can now focus on protecting content and driving advertising revenue in today’s stream-on-demand environment.

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100

IAM ticket backlog reduced to 10 within 8 weeks

8%

reduction in failure rates, from 19% to 11% within 8 weeks

$1 million

revenue increase due to cost savings


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