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A leading Wi-Max service provider in Africa was facing severe challenges in its business due to non-standard processes, lack of performance measurement metrics and inability of its existing systems to cater to increasing customer demand. Tata Strategic was asked to carry out an organization wide business process improvement exercise for the company.

The Tata Strategic team interacted at various levels in the organization to understand the roles and processes in the company across its key functions like marketing, finance, customer-care and network operations.

After a thorough review, the team brought about major changes to existing processes and also defined new ones to address gaps in service delivery. In the customer care division, for instance, the team defined the criteria for prioritizing customer complaints and changed the structure of the call centre team to improve the ‘first call resolution rate’. The team laid down KPIs and SLAs for internal transactions, created standardized formats and templates for key activities and clearly defined ownership and accountability for individual roles in processes across functions.

Impact

The re-engineering exercise began to show results within a month of its implementation. It resulted in a 50% reduction in the number of complaints and client visits, while the average handling time for a complaint went down by 25%. Similar improvements were seen across various functions in the organization helping the client to improve its service delivery and increase customer satisfaction.