The context

With an arduous journey ahead, a large Australian telecommunications company needed the experience of a transformation partner and a solution to manage their end-to-end transformation journey. The company turned to Signavio and Tech Mahindra to help in this quest.

The challenges

The telecommunications company has embarked on a new strategy to lead in the Australian market, aiming to simplify operations and reduce its cost base while improving customer experience. The company is not new to changing market conditions, but increased customer expectations, intense competitive landscapes and disruptive technological changes have created an unprecedented storm for them.

The response

The company needed a strong understanding of its current mode of operations and performance. Tech Mahindra, along with the company’s Process Centre of Excellence, conducted four-week sprints for each critical business process enabled by Signavio’s Business Transformation Suite. This helped to:

  • discover existing processes and variations;
  • baseline current performance;
  • identify bottlenecks and their root causes; and
  • design the future mode of operation.

Simplifying processes led to improved processes, which led to better outcomes.