The Telecom Acquisition

A nationwide telecom was preparing for a major acquisition and a key platform’s organizational structure was causing major headaches. For years the platform had failed to deliver value to customers and was also creating divisions within internal, cross-functional teams. Through field research and co-creation with leaders and front-line teams, we re-imagined a sustainable, repeatable, and operationally sound approach to the platform.

Business Challenge

  • Ongoing growth driving a need to re-imagine organizational structure

  • Impending acquisition adding pressure to a critical yet under-performing provisioning platform

  • Declining margins due to operational inefficiencies and a lack of strategic direction

Approach

Engaged with broad-based, nation-wide, cross-functional teams to create a new operational strategy and supporting organizational structure

Holistic and targeted research was conducted nationwide with C-Suite stakeholders, internal teams, and customers. Several dozen senior product leaders depended on the platform to deliver the individual products they managed. The platform itself had no singular product manager. The impending need for the organization was implementing organizational changes prior to the acquisition. The immediate impacts were strategically aligned cross-functional teams which allowed for a new operating model for this cornerstone platform. The long term impacts saw The Telecom able to dramatically increase operational efficiencies while meeting and often exceeding customer expectations.disconnected and fractured approaches to the platform design amd development resulting in an increasingly fractured user experience.

Outcomes

Established sustainable operations, new organizational structures, and successful relaunch of a critical platform

  • Newly allocated budget for organizational realignment

  • Created and implemented platform guidelines, policies, and standards to sustain a human-centered approach to platform development

  • Decreased help-desk tickets by 40% in the first month

  • Decreased user time-on-task by 60%

  • Strategically aligned cross-functional teams 

Case Studies