CASE STUDY
Rapidly onboarded resources during COVID-19 closures at incumbent BPO provider
Sequential Tech quickly ramped Cable Broadband order processing resources, achieving order productivity within 24 hours for one of the nation’s largest SD-WAN providers
CLIENT CHALLENGE
Client’s existing partner was unable to keep pace with Cable Broadband order volumes during Covid-19 outbreak, just as client’s SD-WAN deployment volumes were growing
As market demand shifted from ethernet-based solutions for enterprise locations to a broadband work from home model, client needed to keep pace with volumes to deliver revenue growth on a lower ARPU product
Client required an outsourcing partner with experience and skillsets to manage through an existing backlog, and supplier relationships enabling both the delivery of order volumes as well as potential network grooming as technology began to shift
Not only was client concerned with business continuity, but also needed the ordering flywheel to spin more quickly
OUR SOLUTION
Our provisioning team partnered with client to create an accelerated onboarding model
Leveraging our deep industry experience and insights, we quickly cross-trained agents to solution-fit the demand and, within 24 hours, began processing orders, restoring the viability of the client’s revenue pipeline
Our consultants identified opportunities to improve the delivery process beyond the original scope and arranged weekly key stakeholder meetings creating a best practices model enhancing order management, process control and status visibility
THE RESULTS
Productivity on a subset of orders within 24 hours
Assimilated ownership of all processes across 24 cable and DSL/fiber providers within 60 days
