Carrier Services

A Global Outsourcing Business Regains 50+ Weekly Man Hours

Problem Overview:

As an outsourcing company with numerous sites globally, this client relies on a high availability up-time network, six data centers geographically dispersed, and three international call centers. The goals for this client were to:

  • Create and maintain an inventory of all Carrier Services and invoices
  • Reduce costs
  • Assist the Accounting Department with reporting and tracking costs
  • Free up resources to focus on other projects
  • Migrate all locations onto a unified platform
  • Create a roadmap for technology improvements

The problem was that nobody had a firm grip on the total cost of Carrier Services or on how many invoices they received monthly. Each of the three Call Centers operated independently due to dissimilar systems. They use many different Carrier Service systems because of multiple acquisitions, no centralized management and no clear vision.

Solution:

After a nearly six month discovery process, we were able to pull together a companywide inventory of all Carrier systems and services that were in place at the time. We conducted countless hours of meetings and conference calls to determine each department’s individual, immediate needs and long term plans. Using that information, we developed a short term plan to streamline, reduce costs, and improve redundancy. While the short term plan was being implemented, we finalized a long term roadmap to migrate all sites onto a unified solution as well as position the company for technology changes to improve efficiencies.

Results:

The client was provided with full visibility into all domestic and international Carrier services, invoices, and costs via a customized online portal. The client regained 50+ man hours per week that could be devoted to other IT projects, as well as unifying three International Call Centers that generated a cost savings in excess of $1 million per year, plus an estimated soft cost savings exceeding $2 million per year. Additionally, the client is able to up-sell their newly available call center services which will sustainably increase their revenue. We assigned a permanent dedicated Technical Client Support Manager and a Technical Project Manager to serve as a single point of contact for all Carrier related questions and issues.