The client is an American operating entity of a German wireless network operator . The client needed to enhance some features to be competitively adaptive for new and unique opportunities. HCL implemented ALT ASM, its flagship Application Support and Maintenance framework enabling the client to achieve better in store experience with the activation time reduced from 30 minutes to 10 minutes.

1. HCL TRANSFORMS THE TELECOM APPLICATION
SUPPORT SERVICES FOR A GLOBAL BRITISH CSP

2. The customer is a tier–1 Global CSP provider in Europe and
one of the world’s largest providers of communications
solutions and services, operating in around 170 countries.
CLIENT PROFILE

3. • Enhance customer experience through significantly
improved “Right First Time” initiatives
• Rationalize costs for Application Support &
Maintenance
• Consolidate ASM responsibility with one vendor
• Achieve application rationalization and
decommissioning
CUSTOMER OBJECTIVES

4. • Created a team of 800+ resources comprising of a Program
Director, Program Managers, Platform Owners, Track Leads,
Team Leads, Project leads, Analysts, Developers and Testers
• Conducted a proactive root cause analysis of the critical
defects having high impact on application up-time and
maintenance costs
• Managed incident and change request effectively
• Improved quality of service by optimizing processes and
providing supporting technology
• Integrated ASM and HCL BPO services
HCL’s SOLUTION

5. • Reduction in Fault Rates
• ASM costs reduction
• Enhanced Customer Experience resulting in
reduced churn & higher ARPU
• Reduced Vendor Management overheads
BENEFITS

6. • What were some of the differentiators that HCL brought to the
table in this engagement?
• What were some of the other components of the deployed
solutions?
QUESTIONS
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7. $6.5 BILLION | 105,000 EMPLOYEES | 31 COUNTRIES