Summary: A tier one North American ILEC was struggling with inefficiently managed CRM system and processes, which was severely affecting its bottom-line. The inability to manage a clear CRM strategy led to “role creep” among work centers and job functions, with many centers performing the same jobs using their own processes. This led to an increase in staff headcount and thus increased OPEX.

Aricent team along with the client’s team worked to devise a roadmap to efficiently manage and streamline CRM processes. The CRM roadmap helped the client to save over 20% of the existing OPEX budget supporting the CRM functions.