Case Study: US-Based Wireline Telecom Operator achieves faster lead-to-cash and reduced time-to-market with HCL

HCL Helps A US Based Wireline Telecom Operator For Better Lead-To-Cash And Thus Reducing The Time-To-Market

The customer, a US-based wireline telecom operator serving business customers in California and Nevada, faced a fragmented Lead‑to‑Cash process supported by 100+ OSS/BSS applications, a hosted CRM that forced duplicate data entry, manual quote reviews and slow new‑product rollouts that reduced customer satisfaction. They engaged HCL for application support & maintenance and a CRM transformation, including implementation of MS Dynamics CRM, to consolidate systems and streamline L2C.

HCL provided managed services across the OSS/BSS portfolio (24x7 L2 support, re‑architecting, QA/production configuration), led the MS Dynamics CRM implementation with 10+ integration points, built an order integration layer and enhanced the billing product catalog. The engagement delivered a seamless three‑month offshore transition, a fixed IT budget over three years, completion of multiple business‑critical projects, and a TO‑BE architecture targeting zero‑touch orders — reducing manual reviews, improving quote accuracy and accelerating time‑to‑market.