Global Service Delivery – Knowing how to deliver

In today’s business environment, speed is a critical element. As competition intensifies, opportunities can be harvested only with the right operational mode and the right partners. For Communications Service Providers, maximizing business opportunities, reducing costs and differentiating against competition simultaneously are also constant challenges. Our unique Global Service Delivery model answers these challenges, bringing significant benefits to CSPs in service development and operations, with the focus on speed, efficiency and quality. We do this by combining global expertise and local insight, co-creating solutions together with our customers, as well as delivering the solutions using local and remote resources in an optimal combination.

So what’s in it for you?

Speed

In traditional operating models, everything from planning, deploying and managing the network is conducted locally, which allows for an 8-hour time window to accomplish the majority of tasks. With Global Service Delivery, however, this window is stretched to enable a 24/7 operating environment, with optimized skills and resources across time zones. This delivers a significant competitive advantage, enabling short ramp-up times for projects of any scale or scope.

  • 1 site on air every 10 minutes in 2008

  • 10 times faster site configuration

  • More than 5000 sites deployed per month in India

Quality

Our dedication to network quality means you can dedicate yourself to your customers. We help you to better manage the Key Performance Indicators around service quality, network reliability, fault management and customer feedback. With these indicators, we already deliver 60 000 performance reports monthly, with 99,99% accuracy. We manage operations with clear service level agreements and provide you with complete visibility over your network performance.

  • 25,6% reduction in dropped calls

  • subscriber base increased by 68%

  • 15% reduction in churn rate

Efficiency

The key to maximizing efficiency is not to work harder but smarter – by allocating the right tasks to the right resources. The Global Service Delivery model further drives efficiency by leveraging automated and standardized tools and processes as well as global economies of scale. Optimizing your service delivery strategy and operations reduces the need for unnecessary investments and lets you focus more on your core business, customers and customer experience.

  • 80% increase in voice calls and three times more data traffic

  • 50% increase in number of sites managed while reducing headcount by 50%

  • 74% of customer cases handled at tier 1 or 2

How we work?

Global Service Delivery is an alternative and innovative approach to the traditional fragmented model of delivering services. We have three different types of units, all serving a special purpose.

Global Network Solutions Centers – centralized power

Our three solutions centers address the most complex customer challenges, from business consulting and network design to network delivery and integration. Globally shared knowledge and extensive project experience enable full end-to-end solution capabilities in multi-technology and multi-vendor environments.

Global Delivery Centers – specialized expertise

Our delivery centers focus on operational excellence in specific services such as network integration, systems integration, customer care and support, hosting and network operations monitoring. Specialization and globally standardized working methods provide you with scale benefits and exceptional efficiency.

Local Project Organizations – devoted customer service near to you

For customer-specific expertise, local insight and daily face-to-face cooperation, you can still count on dedicated local delivery and support. The local organization is also responsible for the overall customer interface and satisfaction and is always ready to serve you.