Telecom
Operational Efficiency, Business Transformation
How a global service provider outsourced more than 1,000 job functions impacting 50M+ customer accounts while protecting customer experience and achieving cost savings.
The Challenge
A large multi-national professional services provider partnered with The Northridge Group to reduce costs by outsourcing a core organizational function across wholesale, business, and consumer segments.
Key complexities included:
Transitioning a core organizational function across wholesale, business, and consumer segments
Establishing outsourced partner accountability
Enabling technology connectivity and program oversight
Designing governance to ensure cost savings without negatively impacting CX
The organization required a coordinated execution model to meet aggressive savings and timeline commitments.
The Strategy
NRG deployed an enhanced execution management framework focused on accountability, governance, and operational continuity.
The approach included:
Development of SLAs and KPIs to define outsourced partner performance
Technology connectivity support for integrated program management
Oversight of vendor profit-sharing initiatives
Creation of governance plans and knowledge transfer timelines
Scorecard reporting to track savings and service performance
The objective was to transition responsibilities at scale while implementing a governance framework to sustain BAU success.
The Execution
Key actions included:
Secure virtual access technology deployed for outsourced workforce
Implementation of 40+ SLAs and 200+ KPIs
Governance framework established to sustain BAU success post-transition
Incentive structures approved to align outsourced partner performance to cost reduction goals
Transition of more than 1,000 job functions impacting 50M+ customer accoun
The Impact
The transformation enabled:
Successful large-scale outsourcing with minimal customer disruption
Measurable cost savings aligned to original business case
Strong operational governance and performance transparency
A sustainable post-transition operating model
experience + excellence
READY TO SCALE OPERATIONS WITH CONFIDENCE?
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