Case Study: Tier–1 Global CSP Provider achieves transformed telecom application support, reduced ASM costs and improved customer experience with HCL

HCL Transforms The Telecom Application Support Services For A Global British CSP

The customer, a tier‑1 Global CSP provider in Europe and one of the world’s largest communications companies, engaged HCL to transform its Application Support & Maintenance (ASM) and become the No.1 customer‑centric company. Key challenges included improving “Right First Time” performance, consolidating ASM with a single vendor to rationalize costs and accountability, acquiring knowledge from incumbent vendors, and driving application rationalization and decommissioning.

HCL implemented a consolidated ASM solution—creating an 800+ resource team, establishing a multi‑vendor governance model, executing onshore (UK)/offshore transitions via the HCL ASSeT Transition Framework, and delivering a customized Telecom Operations Support Framework based on HCL’s TOηE with an end‑to‑end “custodian” approach. HCL’s work produced measurable outcomes: reduced fault rates and ASM costs, improved customer experience with lower churn and higher ARPU, and reduced vendor management overheads, alongside rapid ramp‑up and more accountable, higher‑quality support.