Case Study: Leading European Telecom Service Provider achieves 50% TCO reduction and 95% operational accuracy with Hexaware

Hexaware Partners With Leading European Telecom Service Provider to Offshore Back Office Operations

Leading European Telecom Service Provider — a $6B+ operator serving 13 million customers across nine countries — needed to drive a step change in productivity and substantially reduce total cost of operations (TCO) while maintaining service quality. To meet program targets around product harmonization, sourcing discipline, IT consolidation and shared operations, the customer engaged Hexaware to consolidate and offshore its telecom back‑office processes into a shared services model using offshore delivery, process standardization and automation (including RPA).

Hexaware implemented a Chennai‑based, four‑phase take‑over, reorganize, innovate and harmonize approach: centralizing operations in a shared services centre, aligning SLAs, standardizing processes, and deploying automation, Lean/Six Sigma and analytics. Hexaware’s solution delivered measurable impact — a 50% reduction in service TCO over three years, 95% operational accuracy, 11,000 transactions handled within a month of transition and almost a 10% revenue increase from upsell/cross‑sell — while improving control, scalability and customer experience.