Challenge

A Communications Service Provider targeting residential customers was experiencing significant operational problems resulting in an unacceptably high level of bad debt   As a result, the service provider was unable to meet its goal of becoming EBITDA and cash flow positive.  They engaged TMNG Global to address many operational issues.  This case study focuses on the credit and collections component of TMNG Global’s multi-phased engagement.

TMNG Global Solution

TMNG Global began by assessing key business processes, systems and organization within the client's infrastructure utilizing our award-winning Quality Business Controls (TMNG QBC^®) methodology.  We identified key collections-impacting control problems, revenue loss issues and monitoring metrics and assessed the root causes of each. We then proceeded to define the appropriate corrective actions to address each identified issue and  prioritized implementation priorities to ensure that the highest impact items were addressed first.  TMNG project managed a cross-company team consisting of senior analysts and client subject matter experts in the implementation of key processes, organizational and systems changes.

Benefits to the Client

TMNG Global’s efforts led to major changes in many business processes, reorganization of resources and call center staff and several systems enhancements.  These changes enabled the carrier to cut its bad debt in half within six months.  As a result, the client realized a return on investment of over 30 times the amount paid for our services within this six-month period.