| Re-engineered Voice Service Delivery |
| Problem |
- Large multi-national company had:
- Multiple, unconnected PABX systems
- Disproportionate headcount and resources devoted to voice support
- Limited functionality and no "global presence"
- Rapidly escalating mobile phone costs
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| Project Objectives |
- Provide global on-net dialing capabilities for all internal facilities
- Cut support costs while maintaining/improving services
- Develop new mobile phone strategy and contract with service providers as required to reign in costs
- Provide additional services such as voicemail and call tracking
|
| Approach |
- Designed and implemented on-net dialing plan
- Outsourced PABX support services
- Integrated voice support requests into existing computer help desk service
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| Results |
- Decreased internal voice support costs by 30%
- Implemented on-net short digit dialing plan for all global facilities
- Outsourced voice support to local providers that could respond more quickly to problems with more proficient support team thereby eliminating specialized non-core support headcount and lowering overall costs
- Improved adds/moves/changes/trouble support by decreasing MTR (mean time to repair)
- Negotiated new mobile phone contracts and consolidated existing services to optimize volume discounts
- Developed and implemented new policies and procedures to reduce mobile phone usage costs
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