Case Study: a Southeast Asia-based telecom services provider achieves 99.9% SLA fulfillment with Capgemini ADMnext for SAP Solutions

Calling for an Unmatched Telecom User Experience

A Southeast Asia-based telecom services provider sought to improve service quality, enhance the end-user experience, and transform its complex business process design. The company, which serves approximately 350 million subscribers, was also facing challenges with non-compliant user accounts and license administration. To address these issues, it partnered with Capgemini for its ADMnext for SAP Solutions and managed services support.

Capgemini implemented a transformation program focused on business process change, automation, and governance. The solution involved segregating systems, aligning the support model with ITIL frameworks, and providing key user training. This resulted in measurable successes for the telecom provider, including a 20% reduction in ticket volume, 99.9% SLA fulfillment, and a 30% improvement in customer experience. Capgemini also helped the client achieve 100% compliance for end-user accounts and license administration.