In today’s fast changing world, communication service providers are facing various challenges ranging from high capital investments, increasing customer churn and market consolidation to emergence of new technologies. These challenges are compelling service providers to focus explicitly on processes and their practical implementation through automation. With the convergence of IT and telecommunications, new services being rolled out to customers require new business models and processes to keep pace with changing customer requirements, competition and technology advances. This makes the comprehensive definition of business processes and their effective management through automation imperative for service providers.
With an aim to improve the overall customer service experience and generating higher profits, service providers seek adequate measures and proven methodologies to manage these challenges and maximise benefits.
Service Offerings
The Business Process Management (BPM) practice at Tech Mahindra offers end-to-end solutions across the Business Framework pyramid, supporting strategy and implementation. Tech Mahindra provides maximum value addition by combining Business, Strategy, Processes and Technologies. With our focus on building robust, efficient KPI-based customer-centric processes, we ensure an improved and uniform customer experience. We facilitate innovation and continuous process improvement through our BPM Solution which is based on the strong foundation of Six Sigma and Balanced Scorecard practices.
Business Consulting
Implementation Consulting
Tech Mahindra’s BPM Solution
Through our BPM Solution, we leverage dedicated software to capture, design and implement processes and eventually monitor the performance of these processes.
Tech Mahindra’s BPM practice is aligned with the most sought priorities of service providers with an aim to integrate people, places, processes, data and systems. We believe an amalgamation of these business elements with attributes like alignment, transparency and efficiency can bring dynamic process control with lean operations.
Our BPM Solution is built on the strong foundation of domain expertise, tools, techniques, rich experience and the in-depth knowledge of industry standards. Robust quality management, effective project management, customer-focused relationship management and focused training and skill development are the pillars which support the modularised solution.
Some of the tools deployed are:
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mFIX Tool for improvement prioritisation after assessing the maturity of processes
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eSIT Model for benchmarking against industry best practices
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iLIDEA Approach of process improvement
Business Benefits
The BPM Solution has been successful in providing quantifiable benefits to various service providers across the globe, both in terms of process improvements and benefits to the organisation's top-line / bottom-line. Some of the key benefits are:
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Improvement in service levels
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Reduced operational cost
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Improved operational flexibility and efficiency
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Improvement in customer satisfaction resulting in higher customer retention
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Reduction in cost of customer retention
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Reduction in cost of development and maintenance
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Low revenue leakage
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Accelerated ‘Time-to-Market’, resulting in faster rollout of new services and features
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Reduction in response times, resulting in faster reactions to competitive moves
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Improvement in process agility
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Improved scalability of processes / systems
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Ease in mergers and acquisitions
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