This case study highlights how Avalon conducted detailed process review and utilized it for transforming critical processes of an ICT service provider

The Client is a publicly traded tech service provider in the middle east offering ICT services but faced difficulty in prioritizing high impact processes from a portfolio of over 50, leading to resource misallocation and missed opportunities. Also Complex workflow structure led to process delays, along with lack of adherence to process guidelines and lack of visibility into progress monitoring.

Avalon stepped in to deploy its proprietary Process Criticality Assessment Framework to tackle process prioritization. Avalon further assessed process performance using Avalon’s process health index framework and standard KPI methodology. This was followed by organizational process and guideline defination and documentation completing Avalon’s end-to-end Business Process Management tailored to client’s needs.

The impact of these interventions led to:

Direct cost saving of ~$9 million over time efficiency and ~$14 million through invoicing processes
46 full time employees were freed through coninous monitoring of 12 critical processes
80+ major implementation corrections innovating 20+ new processes in two years

Process Review & Transformation for an ICT services provider