This Global 200 communications services provider needed to consolidate multiple billing operations organizations and processes into a single, cohesive and cost-effective operation. The consolidation was vital for the company to realize its vision to be the global leader in the digital networked economy.
In addition, the company sought to reduce overall billing operations costs by double-digit percentages year over year for the next three years.
Infinitive consultants helped the company link its strategic directive to a new operational model, partnering with them to develop integration “guiding principles” that would sharpen their focus.
This approach enabled the development of an operational strategy and corresponding business case to consolidate current billing operations and leverage global resources for transformation, while still meeting high customer satisfaction standards.
Coordinating key strategic themes across the business into a balanced, low-risk approach, the team assessed opportunities for improvement and identified areas that would benefit from global sourcing.
Further, the team developed an improvement initiative roadmap that defined new KPIs to better measure business performance. Infinitive also provided project management for key strategic initiatives through to implementation.
This global communications solutions company is in the process of transforming its fragmented billing operations into a single, cost-efficient cohesive unit. It has established the foundation to realize projected operational savings and to move it forward as a global leader in the digital economy.
Infinitive just gets it, they understand what it takes. They helped us achieve our major goals by first developing a strategy and then project managing to deliver that strategy going forward.
— Head, Americas Billing Operations