The Challenge: Building a Process-Centric Telecom Organization

As telecom providers expand their product and service portfolios, operational complexity has surged. This multinational Telco firm faced mounting inefficiencies due to siloed workflows, inconsistent documentation, and outdated systems. With a major technology transition on the horizon, the company needed to streamline and standardize its telecom process frameworks to reduce IT costs and improve time to market.

To do so, they sought to create a mature, customer-oriented, process-centric organization that could support a leaner IT environment and elevate performance. This required expertise in telecom best practices and the flexibility to adapt process documentation across global teams and technologies.

The Solution: Leveraging eTOM for Process Maturity

The Telco firm partnered with Interfacing Technologies to design and implement a robust, end-to-end telecom process framework. The engagement focused on adapting existing workflows using the industry-standard eTOM model (enhanced Telecom Operations Map), while layering in flexibility for future service evolution.

Over three months, Interfacing helped the Telco:

• Map 150 core processes and 400 reusable subprocesses

• Establish six process pillars aligned with eTOM’s layered methodology

• Translate legacy documentation into a universal process structure

• Support cross-channel service modeling (billing, customer support, product delivery)

This new process model served as a foundational asset for IT consolidation and provided clarity for selecting a best-of-suite provider.

Results That Transformed Operational Strategy

With its new eTOM-based telecom process framework in place, the Telco firm experienced measurable improvements in strategic and operational performance:

• Greater financial efficiency from eliminating process gaps and redundancies

• Faster time-to-market via a universal IT suite supporting consolidated systems

• Enhanced customer experience through streamlined cross-channel support

• Improved IT alignment and reduced technical debt during platform transitions

The initiative culminated in a fully documented, scalable architecture that empowered better decision-making, accelerated digital transformation, and increased shareholder value.

A Blueprint for Telecom Process Excellence

The project showcased the scalability and adaptability of Interfacing’s approach to BPM. From legacy system harmonization to multi-dimensional process modeling, the Telco now manages complexity with agility and confidence.

By extending the eTOM framework beyond traditional layers—down to product families, partner interactions, and customer journeys—the company positioned itself as a benchmark for telecom modernization. Clear governance, clear communication, and leaner operations are now embedded in the company’s DNA.

How Interfacing Can Help

Interfacing’s Enterprise Process Center® (EPC) supports telecom operators in aligning process architecture with strategic goals. Whether you’re undergoing IT consolidation, adopting SOA, or building eTOM-based frameworks, EPC provides the visibility and control needed to scale with confidence.