A leading wireless service provider had recognized that their IT billing services organization did not have standard processes and business controls in place, resulting in the majority of internal client requests being handled as custom projects, which was costly, inefficient and ineffective. They needed to transform their billing services organization to be more user-friendly, process-driven and business-oriented.

A Tier 1 broadband provider was named in a class action lawsuit questioning the provider’s disconnect and win-back telephone strategies and related policies and procedures. The potential loss to the client as a result of the lawsuit was several million dollars. The provider wanted an independent party to determine whether it was meeting best-practice standards in its disconnect and win-back call centers, thus certifying that the provider was not engaging in fraudulent telephone practices. The provider’s law firm retained us to assist the client in the class-action lawsuit by reviewing its call center policies and procedures.

A wholesale data services provider considered assembling and implementing a fraud management organization to detect any activities that could threaten customer experience and satisfaction. However, the standard operating procedure did not address telecom fraud for the wholesale market. Therefore, the client wanted to protect its network by addressing the fraud situation as part of its long distance start-up process.

As part of its contractual obligations, our client, a trusted third party clearinghouse for the communications industry, is required to commission an annual independent assessment of a primary application area of its IT Environment.  This independent audit process must include a comparison of the clearinghouse technology; the hardware and software infrastructure and support operations with industry best practices, as well as steps taken by the company to improve operations based on prior assessments.  TMNG Global has been the client’s choice to conduct these annual reviews for many years.

A major international Internet service provider had to improve their customer retention validation experience, in particular, and the overall independent sales verification process in general, and engaged TMNG Global to project manage a pilot-test of the use of Third Party Verification (TPV) to meet the independent verification requirements.

A large communications service provider was in the midst of Year 1 Sarbanes Oxley compliance testing, using internal resources along with testing support from a Big 4 consulting firm.  The Big 4 consulting firm’s staff was unfamiliar with basic telecom operations processes and procedures and needed substantial training from the provider’s operations personnel. Recognizing the impact to their resources, testing plans and overall project timeline, the provider realized that specialized expertise was needed to meet their deadline.  They called on TMNG Global to assist.