About the Client
Leading Global Telecom Operator in US
Challenge
TCTS supports the service provider’s operations in the US for over 200 enterprise customers worldwide, ensuring service reliability and operational excellence. While delivering core service management functions effectively, TCTS proactively identified untapped opportunities to help the operator drive growth, enhance customer satisfaction, and optimize financial performance.
Requirements
Deliver a superior customer experience
Improve financial metrics like Account Receivables (AR) and EBITDA
Modernize systems and processes to support next-gen telecom technologies
Enable the transformation while maintaining 24/7 operational support
Solution
TCTS deployed a robust framework tailored to the operator’s needs, focusing on operational efficiency, customer satisfaction, and digital innovation.
Customer-Centric Service Management
- 24/7 Incident Management & Escalation Support: Ensured uninterrupted service reliability across APAC, EMEA, CALA, and the US
- Customer Advocacy Programs: Delivered proactive stewardship reports, actionable service plans, and routine customer pulse checks to enhance engagement with the operator
- Tailored Support: Provided Japanese language services for the service provider’s Japan-based operations, including billing reviews, SD-WAN upgrades, and planned maintenance
Driving Financial Efficiency
- Revenue Recovery: Achieved a 10% month-on-month improvement in 60+ day Accounts Receivables, recovering $2.29M in FY 2024
- Dispute Resolution: Reduced cycle times for disputes, recovering $52K in billing discrepancies
- Process Optimization: Reduced Customer Not Ready (CNR) orders by up to 20%
Digital Transformation Through Automation
TCTS developed automation tools using VBA, Power BI, and Automation Anywhere to streamline processes and deliver actionable insights for the client. Key solutions included:
- SD dashboards and incident tracking
- First Bill Review Automation (Simplifying billing analysis and resolution)
- Inventory Management Tools (Ensuring better resource allocation and tracking)
Results
$2.2M
AR recovered and $52K in billing disputes resolved during FY 2024
24/7
Support across regions, reducing reliance on in-house SMEs
Automation Success
Enhanced reporting efficiency, saving time for service managers
Language Support
Ensured a seamless experience for their Japan-based customers
