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North American telecom: Improving customer care

A leading telecom in North America contracts Accenture for Business Integration services to improve customer experience through mobile deployments.


A leading Telecom company in North America provides a wide range of communications products and services including data, Internet Protocol (IP), voice, IPTV and hosting to businesses and consumers.

The client came to Accenture with the following business needs:

  • Improve the customer experience for residential customer base.

  • Establish a platform for future migration of wireless, wholesale and business customers.

  • Support quicker introduction of new products and services (Tech Television (TTV), VOIP, wireless).

  • Simplify the order entry/care processes and reduce errors and manual processes.

  • Consolidate customer portals and add self-service capabilities.

  • Eliminate legacy systems, reduce maintenance costs and adopt consistent architectural standards.

  • Standardize and optimize operational data stores and provide better information for decision making.


Through Accenture's Business Integration Services we were able to:

  • Transform legacy applications suite for consumer wireline to next-generation platform with standardized IT processes.

  • Introduce new IT management tools, improved delivery capabilities and enhanced the overall effectiveness of the IT function.

  • Reengineer new IT organization with expanded skill base and optimized resource mix.

  • Use a strict governance model, along with Accenture delivery methodology, processes and tools.

  • Consolidate delivery sites, simplified application portfolio and technical environment.


Accenture exceeded expectation by delivering on the following business improvements through Business Integration Services:

Customer Care:

  • Decreased call volumes by 8.5%

  • Deflected 4.5% of calls to the web for self serve ordering and care

  • Reduced average work time by 17 seconds

  • Reduced Full Time Employee’s (FTE) required for rework and training by 49

Credit and Collections:

  • Reduced call transfers by 75%

  • Improved net bad debt by $1.2 million annually

  • Reduced cycle time for building credit strategies by 87%

  • Reduced commissions to collections agencies by $300,000 annually

  • Reduced FTE’s required for rework by 10