http://hclte.ch/IsWDFL - More on retail http://www.hcltech.com/ - More on HCL Technologies HCL facilitated a quantum improvement in Customer Experience for a Tier 1 Communication Service Provider in UK, enabling them to retain the position as a supplier of choice in their markets. Client is one of the world’s leading communications services companies, serving the needs of customers in the UK and in more than 170 countries worldwide. HCL Technologies turned out to be the only partner to sign-up to all the requirements AND associate its service changes against the achievement of the targets. HCL was also selected for its expertise in telecom business process (eTOM) and proven methodologies for managing a wide range of applications across multiple technology platforms.

1. GH
RI T
IR
E
F
ST TIM
HCL MAKES
PROBLEM RESOLUTION
SIMPLER FOR
TIER 1 CSP IN UK
HCL FACILITATES A QUANTUM IMPROVEMENT IN CUSTOMER
EXPERIENCE FOR A LEADING COMMUNICATION SERVICE
PROVIDER, ENABLING THEM TO RETAIN THE POSITION AS A
SUPPLIER OF CHOICE IN THEIR MARKETS.
Region: U.K.
Industry/ Domain: Telecommunications
Functional Area: Retail, wholesale, global services, last mile services
Area of engagement: Integrated Services
ABOUT THE CUSTOMER
Client is one of the world’s leading communications services companies, serving
the needs of customers in the UK and in more than 170 countries worldwide. It
serves consumers, small and medium sized enterprises and the public sector in
these countries, offering telephony, broadband, mobile and TV products and
services as well as networked IT services. For the year ending March 2012, client
reported annual revenues of GBP 19 Billion. Our client has achieved an
improvement of 3% over last year in customer service improvement score and
reduced faults handled and calls about customer issues by 6.2% in the year.

2. THE CHALLENGES
As a mature IT outsourcer and offshorer, our client has worked with suppliers in
this space since the 1990s, including equity participation and co-ownership of a
captive IT provider. In 2007, having outsourced nearly all of its application
support and management, client’s challenges were centered around the inability
to consciously influence Customer Experience (CE) which is acknowledged as the
only sustainable differentiator that Communications Service Providers can build.
Appropriately, then client’s CEO, , recognized the importance of focusing on CE
early and had set the organization committed target for exceeding 90% CE
scores by 2010.
Despite this legacy of experience in outsourcing, client was unable to align
suppliers’ services to directly influence CE. This was despite, its suppliers were
more or less delivering to the specifications required in their contracts, the health
of client’s systems and thereby the support for and alignment with business. This
was hurting business and putting client’s market position and market share at
risk.
The cost of CE improvement was important too: managing widely spread
business functions cost effectively across multiple applications that clearly
influenced CE was eating up a major chunk of its profits. Its application portfolio
of over 200+ Commercial off the Shelf (COTS) (comprising of CRM applications,
workflow management applications, web-based B2B applications etc.) was too
complex to be managed effectively to improve CE.
It was in this climate that client turned to HCL Technologies. The group decided
to outsource the task of application support and maintenance to positively
influence a range of measures to improve CE as well as lower operational costs
such as,
• Improve CE scores and First Call Resolution (FCR) rates
• Lower turnaround time for the resolution of incidents
• Achieve high availability of critical business applications
• Reduce the occurrences of reactive incidents through proactive management
• Consolidation of IT application landscape & Transformations
• Reduce vendor management overhead through strategic partnering.
THE SOLUTION
HCL Technologies turned out to be the only partner to sign-up to all the
requirements and associate its service changes against the achievement of the
targets. HCL was also selected for its expertise in telecom business process
(eTOM) and proven methodologies for managing a wide range of applications
across multiple technology platforms. Thus, HCL became the first supplier to
sign up to tying its revenues to CE Improvement Targets, one of the
parameters on which client measures its performance.

3. HCL adhered to Business-aligned application ‘Custodian Approach’ for
managing the 200+ applications that are part of the Lead to Cash( L2C) and
Trouble to Resolve (T2R) processes of client. As the application custodian of
these 200+ applications, HCL has end to end ownership of resolving the incidents
/ trouble tickets raised to resolve issues related to these applications, in a
multi-vendor environment. HCL entered into OLA with other IT service providers
of client and effectively tracked and managed the resolution of the incidents that
are parked with the other IT service providers for the in-scope applications.
The key tenets of HCL solution:
SCOPE
L2 Suport Application Custodian
• Incident Management • Availability Management
• Problem Management • Problem Management
• Change Management • E2E monitoring
• Configuration Management • Service Leave Management
• Release Management
HCL
SOLUTION ITIL Based Approach
• Fast track transition using Con
eZmigrate framework tnu
De ous
plo Ser
- Operational assessment to ym vice
imp
Da
test the readiness fo en rove
tT
Sm
men
ta
Red Phone & eEnabler
support takeover as t
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art
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- HCL TOnE Solution
RCA
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So ti c
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TRANSITION:
HCL leveraging its “AsseT” transition framework, completed the transition of
200+ applications from multiple IT service providers of client in a short time. An
accelerated ramp-up of 1000+ FTEs in a short span of 3 months enabled
transition of 60% of the in-scope. The team created System Appreciation
Documents and 99% of the application transition passed the Operational War
Gaming conducted by an external agency engaged by client, in the first attempt.

4. STEADY STATE STRATEGIC INITIATIVES:
To achieve incident reduction and improve customer service delivery score, HCL
formed a “Strategic Initiative and Delivery Excellence” (SIDE) team to work with
the application support group. The key initiatives are:
Dedicated team operating 24 x 365,
Red Phone
proactively monitoring new high priority
Service assurance Availability of HCL senior manager to handle
Manager critical incidents during out of office hours
Deployment Task Force Ensure “error free” deployment
Focused team driving strategic initiatives to
Strategic initiatives
improve operational efficiency and delivery
and Delivery
excellence
Nakeeran Command Independent Service and Process audit team
Center to assess the teams knowledge levels
Develop deep technical and functional
Continuous Service knowledge of the application. Focuses on
Improvement incident reduction to improve the application
stability
Independent database audit team to
Independent
proactively audit the databases to reduce the
Database Audit
incidents due to database issues
Efficient RCA thereby reducing the number of
Root Cause Analysis
tickets
RAPID REQUEST RESOLUTION:
Based on our expertise and experience in resolving the incidents in the past, HCL
has created an extensive known error database (KEDB) with details of the
incidents, root cause analysis report and the resolution activities. For all P3 and
P4 incidents that are less business critical and for new service requests we have
formed Rapid Request Resolution (RRR) team. This team would acknowledge
such incidents and provide quick resolution by referring to the KEDB. The key
benefits of RRR team are:
• MTTR improvement in P3 and P4 incidents
• Optimized resource utilization and freeing up the bandwidth of SMEs for P1
and P2 incidents

5. Rapid Request Resolution Factory
Application-1 Application-2 Application-3 Application-4
Integrated
Business
Aligned
T2R Proviso Java .NET Bridge Billing SQL MQ Mediation Domain L2C Clarify ASM
expert expert expert expert expert expert expert expert expert expert expert expert
RSS Factory Manager
Lead Engineer Lead Engineer Lead Engineer
Solution Executives Solution Executives Solution Executives
Achievements:
• Meeting the expectations of customers/
Achieving customer satisfaction
• Optimized resource utilization
• E2E Integrated Availability of Business
• Reduction of cost spent for ASM year on year
BENEFITS DELIVERED TO CLIENT:
• Improved Performance
- 92% reduction on Incident Reduction through various Service Improvements,
leading to improved stability and better Customer Experience.
- Reduction of repeat incidents by 40%, through proper Root Cause
identification and elimination.
- 50% reduction on Incident Mean Time to Resolve (MTTR) to improve Cycle
Time and Customer Experience.
- First to introduce Strategic Initiatives to achieve the goals identified and
targeted.
- Improve to industry benchmarks, where SLAs are not dependent on existing
environment
- Increased use of industry best practices and tools
- The success story has been shared by HCL along with the client in TM Forum
conferences in Singapore, South Africa and Dubai.
- Case study is published in TM Forum Case study handbook.
• Reduced Operational Risk
- Standardized ITIL process and industry processes through documentation,
automation and proactive management eliminate single point of failures and
risks

6. - Business Process Audit to identify gaps and track them through Continuous
Service Improvement plans (at application and engagement level)
- No risk to SLAs on increased project activity
- Increased visibility into operations
• Variable Capacity and Costs
- Variable component in the revenue model offering flexibility
- Resourcing flexibility based on fixed component of the revenue model
- Pool of Business Knowledge and Technology Expertise
INNOVATION & VALUE CREATION
HCL has been consistently working on continuous improvement and delivering
value over the engagement period. HCL’s value index has been consistently
green and above 6, with the current value delivered account to 738K GBP, which
is 80% of the target for this financial year 2011-2012. The value creation activities
and business benefits delivered to Client has been rated the best by HCL’s value
creation council this year.
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