Context
APAC’s leading quad-play telecom provider (mobile, broadband, TV, digital services) had a dominant market position but was weighed down by traditional operational processes. The Group CEO commissioned a comprehensive digital transformation to improve customer experience, operational efficiency, and EBITDA performance.
The challenge
The ambition was to transform the company into a digitally agile enterprise — but the operational reality was complex. Hundreds of processes spanning front-end customer engagement and back-office operations (billing, finance, treasury, HR, CTO functions) needed to be assessed, redesigned, and digitally enabled without disrupting a live, revenue-generating operation.
What we did
We led an exhaustive assessment of all existing processes — more than 500 subprocesses — identifying inefficiencies and opportunities for digital intervention across the entire operation. Using Six Sigma methodologies, we developed detailed future-state digital process blueprints, identifying 250+ digital interventions across 7 core processes and 30 subprocesses.
We served as the single point of contact for client leadership, securing C-suite buy-in through structured governance forums, managing cross-functional alignment, and coordinating implementation with internal IT teams. We oversaw the transformation through to delivery, including digital implementations within billing, collections, and enterprise business operations.
Results
- Achieved a 2% EBITDA uplift and 2-point improvement in the Digital Telecom Index, directly attributed to operational efficiency gains
- Delivered a benchmark-setting digital transformation that became the reference model for subsequent transformation initiatives across the broader group’s regional operating companies
- Assessed and redesigned 500+ subprocesses, with 250+ digital interventions implemented
Related service areas: Transformation, Profitability