The Opportunity:

The client is a VOIP communications provider who was experiencing issues in the customer turn-up process. The issues manifested themselves by:

• Long time periods for customer turn-up
• Inaccurate or incomplete service installation
• Inability to accurately plan installations
• No clear understanding of all process steps involved with customer setup

Innovar Partners was tasked with identifying opportunities through process improvement techniques that would assist in alleviating the above mentioned issues.

Engagement Scope:

Innovar Partners was engaged to perform a detailed process analysis of the major turn-up processes including:

• Pre-Order Sales
• Account and Order Creation
• Provisioning Thru Turn-Up
• Billing and Collections

Results:

By process mapping at a very detailed level Innovar Partners was able to gain and display a firm understanding of the foundational processes within the company. Through this review multiple areas were identified and action plans were created to capture opportunity areas. Areas of opportunity included reducing and better defining customer touch-points, reducing overall number of process steps, consolidating technology platform, and identifying repeatable KPIs by core area to monitor actual performance.

Innovar Differentiators:

Methodical Process Analysis – Innovar applies years of experience, elements of Six Sigma, constraint analysis, and value stream analysis to accurately capture processes in an intuitive manner. From this analysis many opportunities for improvement can be identified and plans to capture are created.
Cross-functional Understanding – the engagement required that multiple functional areas within the client be involved as critical integration points between these groups were partially responsible overarching issues with customer turn-up. This required the engagement team to have a broad knowledge base that can only be present with experience and industry knowledge.
Practical Recommendations & Solutions – We understand that text book solutions are not typically implementable in the real-world. We blend knowledge of best practices and first hand experience to formulate a solution that is effective and achievable while always be mindful of the cost benefit.