Case Studies - Revenue Assurance


With continuing efforts to reduce expenses, this major telecommunications company reviewed its business model and its focus on key processes and competencies. The IT external development budget was minimal and the company was being forced to reduce headcount and eliminate certain tasks. Although important to each of its Processes, the internal IT organization consisted of people with competencies outside the larger scope of the Company. This team develops and maintains software that provides an information delivery mechanism, via a data warehouse, to the Company's analysts in support of the following functions: Credit Policy & Strategy, Process Measures, Policy Effectiveness, Center Performance Reporting, and Results Analysis & Reporting. The Company needed to respond to expense pressure and still maintain the quality of the analytics that the data warehouse provides.


Knowledge Solutions was selected through a competitive bid process to outsource the Company's data warehouse and associated IT functions. We proposed a deal that was based on a cost-plus arrangement plus an incentive program. This program was based on aligned goals and common measurement of business value of projects that forced us to respond quickly to the changing dynamics in the business.


Knowledge Solutions consistently exceeded the Company's return-on-investment (ROI) and performance targets. Knowledge Solutions improved their analytics while reducing expenses by over 20%. Knowledge Solutions also provided analysts that continue to find ways to lower the Company's Uncollectibles and improve collection processes.

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