June 2, 2020 | Case Study, Vendor Management
The Challenge
A wireless provider must respond to significant threats by transforming the systems and business processes used to enable its brand identity focused on attracting and retaining customers. Competitors are closing the gap in customer satisfaction and growing subscribers at a faster rate. In addition, the provider could not address compliance and regulatory requirements in a timely manner. Current system limitations prevent an effective customer self-care, cause delay in the introduction of new products, and are obsolete.
The Solution
Leaders across all areas of the enterprise conducted an assessment identifying the business imperatives and agreed that a BSS/OSS replacement was the best option to address short and long term strategic priorities. Lake Shore provided services in the program management and experienced lead resources to guide the client through the Vendor selection and process analysis.
LSA’s resources with a track record in Wireless, BSS, OSS, billing, CRM and Customer Services were crucial to guide the client effectively through the process.
With the leadership of Lake Shore Associates, the project team employed an innovative approach to Vendor Selection, with emphasis on the Conference Room Pilot (CRP), Customer Site Visits, Time and Motion Studies, Human Performance Engineering (HPE) and a Magnitude of Change Assessment (MOCA). These activities allowed the team to proactively manage the process and accelerate the vendor recommendation. The potential vendors were required to follow an extensive list of use cases created to address all core capabilities for the BSS/OSS solution, and provide mitigation details for every gap that was identified.
LSA also supported the negotiation process and emphasized a “shared risk” model that tied fees to actual business outcomes.
Once a vendor was selected, Lake Shore was instrumental in the executive negotiations of the license agreements, master service agreements and statements of work.
