CASE STUDY
Reduced OffNet Ethernet and TDM order reject rate by over 15 percentage points
Sequential Tech provided consulting, analytics and reporting to streamline a failing provisioning program for wholesale and enterprise customers
CLIENT CHALLENGE
OffNet vendor feedback indicated TDM & Ethernet order quality was very poor resulting in a high reject rate and extended cycle times
Time and resources were spent addressing consequences of an out-of-control process (escalations, follow-up, rework)
Customer satisfaction was very low and frustration very high as a result of missed due dates, miscommunication and unpredictable status updates
OUR SOLUTION
Sequential Tech’s consulting team completed a full assessment and proposed recommendations for improvement
Sequential Tech created automated tools to analyze and categorize defects and facilitated weekly one-on-one meetings with stakeholders to drive process improvements
Sequential Tech defined and applied a best practices approach to order management, process control, and visibility
THE RESULTS
OffNet Ethernet and TDM order reject rate was reduced by over 15 percentage points
Provided relief for business owners to close out existing escalations and focus on other priorities
Reduced unit cost 40% and streamlined resource planning as marketplace evolved towards Ethernet services
A 30% improvement in order cycle time performance improved the sales pipeline, revenue recognition and resulted in predictable cycle times that are among the best in the industry
