About the Client
Tier-1 mobile network operator in the UK
Challenge
The telco set out on a mission to enhance its WAN service delivery model to meet evolving business demands. Determined to drive efficiency and scalability, the operator sought a solution that would enable a seamless transition to an outcome-based framework while maintaining high service standards.
Requirements
Shifting from function-based operations to a metric-driven strategy for better accountability
Implementing a two-tiered service model, offering both standard and premium services to meet diverse customer needs
Accelerating service delivery, improving customer experience, and ensuring reliable performance
Enhancing governance, analytics, and operational excellence to optimize service execution
Solution
To achieve its vision, the telco partnered with TCTS to drive a comprehensive transformation of its WAN service delivery. By enabling an outcome-based model, the mobile network operator took proactive steps to:
- Define clear roles and responsibilities to strengthen accountability across teams
- Establish a proven governance framework with structured performance reviews
- Ensure KPI and SLA ownership at the regional level to drive continuous improvement
- Streamline partner management to enhance collaboration and efficiency
- Implement real-time monitoring and customizable dashboards for enhanced decision-making
- Create a dedicated operational excellence team to focus on quality, competency, and escalations
Results
35%
Cost savings by optimizing operations / leveraging efficiencies
Cycle Time
Improved from 66 to 43 working days
96%
Delivered-to-Commit success rate
9-10
Net Promoter Score
8-Day
Working day target for Service Activation met
