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German telecom industry

Market Scanning and Monitoring Analysis Helped a German Telecom Industry Client to Strengthen its Market Position and Achieve 33% Increase in Annual Revenue

A German telecom industry client encountered rapidly declining profits as intense competition and technological advancements redefined the industry landscape. Infiniti helped the client to strengthen its market position and develop a new growth strategy.

Although the German telecom industry has been experiencing positive growth over the past few years, market innovations and industry developments are compelling telecom service providers to rethink the way they operate and strengthen competitive position. Besides, competition from OTT services, cybersecurity risks, rising need to diversify offerings, and the demand for responsive customer service are increasing challenges for companies operating in the German telecom industry. As such, telecom service providers will need to upgrade their IT and connectivity infrastructure and focus on improving customer service.

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The Business Challenge

The client is a telecom service provider in Germany.

With the German telecom industry continuing to deal with network cybersecurity risks and an uncertain regulatory environment, the client needed a new growth strategy that would address the complex issues eroding growth and its market leadership. This required overcoming major hurdles including creating cost reduction plans, strengthening competitive position, upgrading and transitioning customers to improved broadband network and IT platforms, and redesigning customer service processes. They chose to partner with Infiniti Research to leverage their expertise in offering market scanning and monitoring.

Other key objectives of the client were:

  • Cut costs and focus on topline growth
  • Redesign the customer service process by defining critical interventions that would minimize changes in the supporting IT systems
  • Align channels to customer needs
  • Win back and retain customers

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Our Integrated Approach

Initially, our market intelligence analysts worked closely with the German telecom industry client’s operation and sales department to understand their key challenges. Then, our experts analyzed the customer needs and requirements. Our customer needs analysis showed that the German telecom industry client should focus on increasing customer experiences across all customer support centers. To achieve this key objective, we helped the client’s sales team to segment customers based on their need and provide personalized offerings.

In the next phase, we conducted a workforce segmentation analysis and identified the reasons for employee turnover. Based on the analysis, we provided recommendations for the client to improve performance, especially among its field workers by creating flexible incentives and programs.

The next phase of the engagement involved technology assessment, where we helped the client to identify cost-effective technologies in the German telecom industry. Besides, we helped the client to pursue digital media opportunities as a growth engine. In addition to this, we helped the client to adapt their organization to digital transformation by creating strong cross-functional interfaces. We also devised a risk assessment matrix to help the client stay vigilant in the fight against data breaches and malicious hacks.

Business Outcome

By leveraging our market scanning and monitoring analysis, the German telecom industry client was able to upgrade wireless networks to provide customers with superior service and improve customer satisfaction. Also, they were able to focus sales around targeted customers and align sales, delivery, pricing, and products around service growth. Besides, the client was able to fundamentally redesign the customer service process by defining critical interventions that would minimize changes in the supporting IT systems.

With Infiniti’s market scanning and monitoring analysis, the client was also able to transform their business model, mitigate cybersecurity threats, and meet the demand for responsive customer service. Also, the German telecom sector client was able to achieve a 50% reduction in delivery lead times for basic telecom products and a 66% reduction in inquiry calls. In addition to this, the German telecom industry client was able to strengthen its market position and achieve around 33% increase in annual revenue.

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US telecom industry

Market Intelligence Engagement Helps a US Telecom Industry Giant Meet Immediate Demand for Networking Infrastructure and Connectivity Amidst National Lockdown

As the United States calls for complete lockdown and imposes restrictions on movement, network usage is skyrocketing. This has put enormous pressure on companies in the US telecom industry to continue delivering critical services to customers. Although large players in the telecommunications industry invest millions of dollars into networks, operations, and other industry trends, sometimes their performance can be inconsistent, resulting in poor service, dissatisfied customers, and declining profits. As such, companies in the US telecom industry are in the need to focus on efficiency, agility, and customer-centricity and restructure themselves in terms of operations, architecture, and networks.

To succeed in the long-run, companies in the telecom sector will need to identify potential market risks and realign business models. We can help you achieve these strategic goals. Request a FREE proposal today.

Business Challenge

The client is a telecom service provider based out of the United States

The shift to remote work as an impact of social distancing enhanced the demand for networking infrastructure and connectivity for the US telecom industry client. However, the sudden surge in demand made it difficult for the client to increase network resiliency and reliability for their consumers. This subsequently resulted in customer dissatisfaction. Also, owing to multiple service requests at the same time, the US telecom industry client faced difficulties in helping customers in upgrading their services to cope with higher bandwidth requirements.

The US telecom industry client even noted an increase in churn rate as its competitors offered internet speed-booster packages and higher-performing fiber-optic broadband services. The client, therefore, wanted to undertake steps to provide continuous delivery of critical infrastructure and fulfill customers’ priorities around network maintenance. They chose to partner with Infiniti Research to leverage their expertise in offering market intelligence solution.

Other key objectives of the US telecom industry client were:

  • Increasing security and infrastructure risks for customers
  • Rising manufacturing delay of network equipment such as fiber-network
  • Reassessing supply chain to uncover weak links
  • Improving tech-enabled functionality to ensure timely access to required information
  • Understanding customers’ needs and demands

As the needs and demands of customers are increasing, companies in the US telecom industry must take a more informed approach to simplification of business process to succeed in the long-term. Our market intelligence solutions can help you achieve all your business goals. Contact us here.

Our Integrated Approach

The experts at Infiniti Research followed a three-phased approach.

In the initial phase, the experts conducted strategic engagement and scenario analysis to help the US telecom industry client review insurance coverage, systems capabilities for remote workers, and cyber readiness. This phase of the engagement also involved prioritizing cybersafe remote technology capabilities to transition employees to work remotely while maintaining productivity.

The second phase of the engagement involved providing hand-on guidance during portfolio strategy and valuation. This phase of the engagement also involved reassessing the client’s supply chain to uncover weak links, increasing transparency in communications with stakeholders, and adjusting the support model as per the US telecom industry client’s requirements.

The third phase of the engagement involved evaluating financial reporting requirements and communicating current and potential future impacts to shareholders. This phase of the engagement also involved improving tech-enabled functionality to ensure timely access to required information and revaluating cost structures.

Business Outcome

Infiniti’s market intelligence engagement enabled the US telecom industry client to help their customers in upgrading their services to cope with higher bandwidth requirements. Also, as recommended by the experts at Infiniti Research, the client created an ad hoc support team to assist healthcare companies, pharmaceuticals, and other critical services.

The experts also helped the client to identify third-party service providers to help them in deploying feedback management tools. This subsequently helped the client to better understand and anticipate customer needs and take proactive measures at times of immediate needs. By analyzing the client’s supply chain processes, the experts recommended the client to diversify supplier base across geographies to avoid single points of failure and increased exposure due to regional outages.

By understanding customers’ needs and demands, the client was able to reach out to customers and provide information to alleviate their concerns. Also, by performing assessment of processes and functions with high manual intervention and critical third-party dependencies, the client was able to understand key risks, including single points of failure.

Infiniti’s market intelligence engagement helped the US telecom industry client to increase network resiliency and reliability for their consumers, revamp supply chain processes, improve tech-enabled functionality, and realize savings of over $3.3 million.

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autonomous vehicles market

Is the Telecom Industry the Next Target on the Security Radar?

Companies in the telecom industry are steadily expanding their reach and gradually transforming into full-blown technology centres. With the world becominthe frequency of cyber risks and crimes have also increased. Cyber-attacks are one of the key challenges faced by telecom companies. As far as the telecom industry is concerned, there are broadly two aspects of risk: Cyber-attacks aimed at the business and Cyber-attacks aimed at subscribers/customers.

cyber

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What are the popular forms of cyber threats in the telecom industry?

The cyber threats in the telecom industry not only cause inconvenience to customers but also disrupt the smooth functioning of telecom service providers. Let us take a look at some of the common forms of cyber threats:

Phishing or malware aimed at customers

Entry-level criminals can easily master these popular techniques. Cyber attackers combine data sets from different sources to build a detailed picture of potential targets and use them for blackmailing and social engineering purposes. Phishers and social engineers use multiple ways to make their attacks look more authentic by enriching their data with leaked profiles or by impersonating the employees of companies in the telecom industry.

Distributed Denial of Service (DDoS) attacks

DDoS attacks have the ability to reduce network capacity, disrupt service availability, degrade performance and even bring down internet access. In the long-run, such attacks can also lead to a large-scale ransomware attack. Increasing mobile data transfer speeds and the growing usage of 4G technology are making smartphone based botnets more handy in executing DDoS attacks

Exploiting vulnerabilities in consumer devices and network

Vulnerability in various network devices, USBs and routers, and root exploits for Android phones are some of the common factors that provide new channels for attacks. In most cases, these cyber-attacks involve malware and technologies that cannot be easily removed.

Insider threats

Sometimes insiders to the companies in the telecom industry are also lured into perpetrating cybercrime. While some insiders play a role in it voluntarily, others are forced into obliging through blackmail. Insiders belonging to telecom service providers are recruited to provide access to data, which cannot otherwise be accessed by a third party. Cyber attackers can also track down important and confidential company data and other customer and corporate credentials through these attacks, which can get telecom companies into serious trouble with their stakeholders.

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