A Teleco Giant
The Client
The client is a telecommunications provider which operates one of the largest mobile networks in Sri Lanka. As a key player in this sector, they serve millions of customers across the nation, providing a number of offshore services, including PO raising, procure-to-invoice processes (P2I), Record-to-report (R2R), and general ledger (GL).
The Challenges Faced
However, behind this success lay significant challenges. The company grappled with a lack of standardization in its procure-to-pay processes, which led to significant inefficiencies and errors that consumed valuable time and resources. Senior management found themselves mired in resolving routine financial issues, diverting their attention from strategic initiatives that could drive growth.
Our Solution
To address these challenges, a comprehensive process was initiated, focusing on the rapid transition of 100 roles to the offshore center within a tight six-month timeframe. This initiative was not merely about shifting roles; it was a transformative journey aimed at standardizing and improving processes across the board, which involved:
Analyzing the variation in procure-to-pay processes and commencing standardization efforts
Documenting the re-engineered processes in their Standard Operating Procedures
Investigating new ways to leverage their significantly under-utilized ERP system
Recruiting and training staff for 100 roles in a very tight timeframe
Consistently met all the stringent information security requirements
Successfully met all challenging transition deadlines
Stabilized the process ahead of the planned schedule
Business Benefit & Outcome
The results of this strategic initiative were spectacular:
Long-Term Impact
While the engagement was still in its early stages, with role transitions (between May and November 2023), early indicators of success were promising. Customer satisfaction ratings soared to an impressive 4 out of 5, reflecting a relatively high score at this stage in the transformation of a significantly broken process. As the company continues to evolve, our approach not only addresses immediate operational challenges but also sets the stage for long-term success, ensuring it remains a leader in Sri Lanka's telecommunications landscape.
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