Case Study: a multinational telco provider achieves agile, customer-focused operations with BearingPoint

a multinational telco provider boosts employee satisfaction and cross-functional agility with BearingPoint

A multinational telecommunications provider faced the challenge of becoming more agile to respond to market complexities while increasing employee satisfaction and reducing operational costs. This required a major cultural shift towards cross-functional collaboration. They partnered with BearingPoint to design and implement a new target operating model to enable these new ways of working.

BearingPoint worked with the client to develop an adaptive operating model, first identifying pain points and then designing a system to establish end-to-end accountability. Using a proof of concept approach, they tested, refined, and scaled the new model across the organization. As a result, the telco provider gained an end-to-end view of customer services, simplified communication channels, and saw an increase in employee satisfaction. BearingPoint enabled the client to become more adaptable to changing requirements.