SITUATION​

Our client, a prominent American entity in financial market infrastructure, recently faced the challenge of key telecom service team members nearing retirement, unknown to their wider team. Recognizing the critical nature of a seamless transition, they entrusted Everforth Apex with transferring the workload of these tenured employees to the remaining team members. We were dedicated to comprehensively documenting current processes from start to finish, identifying opportunities for enhancement and efficiency, and pinpointing potential areas for cost reduction. ​

SOLUTION​

Everforth Apex took a structured approach that included engagement planning and delivery. Our comprehensive onboarding and knowledge transfer plan was designed to seamlessly integrate the Everforth Apex and client teams together, guaranteeing alignment and facilitating a smooth transition through the knowledge transfer process. In the delivery phase, our strategic focus shifted towards building and enhancing telecom capabilities, defining and streamlining the telecom environment, and ensuring robust integration. Here is a more detailed breakdown of both the engagement and delivery portions of our approach:​

Engagement Planning:​

• Partner with client to finalize delivery team outcomes, construct, and pricing​

• Identify the right team construct to deliver outcomes​

• Execute all phases (foundational, shadow, reverse shadow, and handover) of the knowledge transfer plan​

• Document current state​

• Identify initial opportunities for improvement​

Delivery​

• Work with business to build required telecom enhancements around strict timeframe​

• Assist in defining client telecom environment with external customers (e.g., banks, brokerage, insurance)​

• Serve as liaison for provisioning in telecom to build bridges ​

• Assist in integrating customers to leverage network/telecom to settle​

• Implement areas of improvements ​

• Identify potential scaling needs​

• Monthly finance and delivery report​

RESULT​

The Everforth Apex team successfully implemented an automated order-tracking solution, resulting in a significant enhancement of operational efficiency. This innovative solution has led to a reduction of over two hours per individual in manual order entry processes. This reduction in manual labor correlates directly to a considerable decrease in operational costs.