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The client is a British multinational telecommunications conglomerate, with headquarters in London, predominantly operating in the regions of Asia, Africa, Europe, and Oceania. The client wanted a systematic approach to make its business processes more efficient and add value to the customer journey.



The client was experiencing a budget and timeline overrun by previous vendor(s), ground-breaking complexity, a lack of trust within the user community about usability (more than 500 backlog defects), and a lack of conviction about the functional requirement within the business community. The client decided to set the following objectives accordingly:


• Integrate (sales cloud) with digital order and product catalog

• Consolidate their legacy commission system and migrate to Callidus Cloud

• Manage multichannel and convergent campaigns (PEGA marketing)



To overcome challenges and achieve client objectives, our team adopted the following methodology:

• Development and support of digital order capture to fulfilment

• Alignment with client’s enterprise architecture to derive measurable business objective in lineage from Business Metric Frameworks (BMF)

• Alignment with TAM® to form a series of functional, system-agnostic requirements set by reverse engineering

• Commission management with very quick enablement of niche resources

• Creation of synergy between TOGAF and Telemanagement Forum (tmForum) in practice

• People enablement with right techno-functional mix of niche resources including German- speaking business analysts

• Supported business velocity by customized agile process

• Alignment of IT to form the business objective and lineage with process flow vis-à-vis enhanced Telecom Operations Map (eTOM®) and TAM – to guide requirement analysis phase


Our innovative solutions enabled us to successfully complete the handover and let the client return to business as usual. The client also experienced the following benefits:

• Rebuilt requirement baseline during knowledge transfer

• Automated technical fulfilment process resulting in reduction by three days in order activation time, leading to greater customer satisfaction and reduced onboarding time

• Achieved trusted partner status from client to support in their other initiatives worth USD 10 million

• Successful implementation of salesforce analytics solution for sales management and salesforce initiatives, such as integrating digital orders, product feasibility check by integrating with product catalog, etc

• Callidus Cloud consolidated the processing of sales commissioning for all product groups and helped reduce the system complexity