Leading telco provider: Transforming operations to cut costs and improve efficiency

13 June 2025 — 1 min read

Target Operating Model

A leading telecommunications provider needed to reshape its operating model to support growth, simplify processes and eliminate inefficiencies. We conducted a deep analysis, identified key areas for improvement and developed a structured transformation plan, leading to a more streamlined and effective operation.

Outcome 1: Reduced Full Time Equivalent (FTE) roles by 30% optimising workforce distribution and efficiency
Outcome 2: Realised £8.3M in annual cost savings, through operational enhance
Outcome 3: Identified and mapped 55 key capabilities, ensuring a structured approach to transformation

The Challenge

The telecommunications industry is rapidly evolving, with increasing pressure on service providers to optimise operations, enhance customer experience and drive profitability. Faced with changing customer expectations and competitive market dynamics, our client needed to reassess its existing operating model. They aimed to develop a more agile and efficient structure that could support its long-term growth ambitions while reducing operational costs.

Our client’s existing operating model was outdated and inefficient, leading to over-indexed FTE counts across various functions. There was a lack of clearly defined capabilities and delivery models, resulting in fragmented operations and unnecessary costs. The company sought a structured transformation roadmap that would enable sustainable efficiency gains without compromising service quality.

The Approach

We conducted a full assessment of our client’s operating model, identifying inefficiencies and areas for improvement. Through market research, benchmarking and executive workshops, we defined key capabilities and a structured transformation roadmap. A two-year implementation plan was developed, focusing on workforce optimisation, streamlined delivery models and financial benefits realisation.

The Impact

Our transformation empowered our client to achieve substantial cost savings and operational improvements. By refining workforce allocation and eliminating inefficiencies, we created a more agile and effective organisation. Streamlining operations allowed the business to focus on higher-value activities, enhancing service delivery and overall performance. Additionally, we established a clearer capability framework that aligns with the company’s strategic objectives, strengthening its ability to adapt to industry changes. With a sharpened focus on customer value and long-term sustainability, our client is now better equipped to navigate market shifts, drive innovation and maintain a competitive edge.

Telecommunications Consulting