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Operational Transformations

The case

Background and Challenge: A market-leading provider of service assurance software to the global telecommunication industry had challenges with Professional Service and Delivery Engineering execution and a stalled commercial engine, both of which were driving an adverse operating plan.

Approach and Recommendations: The first action was implementing a Single Lens Programme that consolidated all commercial, technical, delivery and support issues by the customer with scrum teams assigned to drive rapid improvement. This provided input that enabled Restructured the Professional Services team to improve delivery into major telco operators that included Bharti Airtel, Singtel, Globe, Vodafone UK & Spain, Telenor Group, Verizon, Telefonica Germany & UK and Hutchinson3G. The secondary focus centred on improving operational capabilities and driving improvement in the sales and delivery processes. The first objective was reorganising the Sales Team into three regional structures, each led by a Regional VP reporting to the Chief Sales Officer and implementing improvements across Sales Operations leveraging Salesforce & CPQ. 

Results: Delivered H2 revenues to plan, developed FY21 Sales Strategy, Targets and Commission Structures based upon an ARR Target of $52m and supported the development of the FY22 Operating Plan. Operational change plan that delivered $1.4m in annualised savings.

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