Case Study

Cost Saving Consolidation for a Telecom Major



This client is a US-based ISP and a leading provider of advanced network communications and technology solutions for consumers, businesses, enterprise organizations, and wholesale customers across the US. The client offers bundled services, including broadband, security solutions, voice, and digital TV to consumers along with data, cloud solutions, unified communications, and managed services to business and enterprise clients. This client is looking toward evolution, including a merger, acquisitions, and service expansion and a best-in-class customer experience through network and people.

Program Highlights

  • Started with 18 technical support representatives, and we are currently at 30 representatives.
  • The client employed HGS to achieve better organizational efficiency and consolidate seven outsourcing partners to a lean three.
  • To support these operations, our team exhibited flexibility and took up new tasks or assignments, while delivering consistent performance on the baseline.
  • We gained the client’s trust and exhibited proficiency and showcased HGS as a “One Stop Shop” for all the client requirements.