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case study

Improving customer service and lowering costs

UK cable operator outsources non-core processes to low-cost site

Opportunity
Opportunity

The UK’s largest cable operator and a leading provider of broadband, digital television, and fixed and mobile telephony sought to restructure its internal operations, an initiative that involved moving all non-core business processes, including finance, IT operations, logistics and Human Resources to a low-cost location. The client’s challenge was to develop a strategy to guide outsourcing/off-shoring decisions over the next two years and balance the key success factors of customer service improvement and decreased operating costs.

Imagining IT Differently
Imagining IT Differently

Engaged to assist with the initiative, ISG extensively researched supplier and competitor activity and trends in the outsourcing and telecommunications industries, and conducted senior stakeholder interviews to assess the existing sourcing landscape and to gauge the organization’s capacity to absorb more change. ISG’s strategy included working with client stakeholders to develop a set of recommendations and creating a road map and supporting business case aimed at delivering significant business benefits in manageable increments over the two-year period of the plan.

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Future Made Possible

With ISG’s assistance, the client developed the road map to achieving benefits within the target timeframe, established a comprehensive governance framework and identified candidates for preferred supplier status.