Case Studies

 

Commercial-Brand Transformation

Primary Optimization Area – Branding and Marketing

Client: Commercial Broadband Services Provider

Situation: A client in the Caribbean had extensive market coverage but awareness of its commercial offerings was low.  This was largely attributed to its messaging (emphasis on low price), and a lack of differentiation between the client’s commercial and residential ad campaigns, with similarities in colors, tone, logo and messaging.  As a result, sales in the SMB market were under-performing and the sales team was spending a considerable amount of time introducing the commercial division and its offerings, due to limited brand awareness of the provider’s commercial products and services.

Methodology: Sand Cherry’s Go-To Market team met with the commercial management team and used their input to create a brand promise document to capture the essence of the unique characteristics and capabilities of the client’s commercial business. Upon review and discussion of the document with the executive team, Corporate Marketing and the client’s outside agency, work began on the creation of a unique identity for the client’s B2B business unit, featuring core brand attributes that were authentic and relevant to commercial customer needs.  The scope of work included a new logo as well as an ad campaign to re-launch the client’s commercial business to both SMB and enterprise customers.

Business Results:

The following results and metrics highlight the unprecedented success of the brand launch:

  • Created a cross-functional project, led by the Commercial Marketing leader, that transformed the commercial brand in an accelerated timeframe
  • 65% increase in inbound sales calls in the initial 90-120 days
  • 35% increase in total inbound leads
  • Tenfold increase in leads from the web site
  • Surge in customer engagement via social media, from 0 to ~5,000 “Likes” on Facebook in 90 Days

 

 

Commercial Brand Transformation Results

Commercial Brand Transformation Results

 

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Supply Chain Transformation

Primary Optimization Area – Operational Efficiency & Strategic Sourcing

Client: Two major US Cable companies

Situation: The client company maintained and managed over 430 warehouses across 24 regions with inconsistent and insufficient processes for clean, screen, and distribution of CPE and related inventory to their field technicians and cable stores. The client needed to implement consolidated warehouse operations to more efficiently manage associated CPE processes and reduce both capital and operating expenses.

Methodology: Sand Cherry organized and led field operations to identify and drive required deliverables to consolidate warehouse operations and implement improved associated processes and testing technologies. In addition, Sand Cherry designed, developed and implemented centralized headend infrastructure to support centralized staging and testing of CPE devices.

Implementation & Results

Sand Cherry provided program managers and subject matter experts that worked directly with the Client’s field business operation teams, Headquarter teams, and third party technology providers to define requirements, implementation project plans and execute to key deliverables and timelines.

  • Improved percentage of CPE generating revenue
  • Improved operational performance driving 31% reduction in CPE inventory and 23% OPEX reductions
  • Reduced levels of inventory awaiting and in Repair
  • Improved CPE Quality contributing to lower repeat truck rolls and service on installations

Direct Ship, Self-Install Solution

Primary Optimization Area – Operational Efficiency & Labor Optimization

Client: A major US Cable company

Situation: A client company had been spending $50-$100 per installation for new connects and service upgrade installations across more than 10M installations per year. The high cost of installations presented a significant cost barrier to other strategic product initiatives (i.e. Digital Network Conversion), exposure to contract labor uncertainties and high product fulfillment cost. Technology challenges in their digital voice and video product lines further complicated customer-install options.

Methodology: Sand Cherry developed a concept and business justification analysis, developed and conducted a series of trials to prove out the concept and then drove a comprehensive organizational change process to transform the way the business completed installations from ‘default to professional install’ to self-install as the ‘presumed’ option.

Implementation & Results

Sand Cherry progressively drove a series of operational transformations to put into place a nationally centralized and standardized direct-ship self-install program including large-scale centralized and automated systems for order entry, fulfillment, device provisioning and service activation. Sand Cherry managed program concept design, organizational alignment, program operations development, solution deployment, performance measurement and system optimization. The deployment effort scaled the business from a handful of direct-ship self-installs annually to well over a million such transactions per month.

  • Drove ~80% savings per connect/upgrade across all product lines and services
  • Transformed business operation from absence of self-install capabilities to over 30% of all connects/upgrades completed by this method
  • Driven over $100M in costs savings

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Field Technician Standard Load Improvement

Primary Optimization Area – Policy Creation

Client: Two major US Cable companies

Situation: Our client company had incongruent and inconsistent processes to which field technicians received, returned and reconciled their CPE with their issuing warehouse. The main and primary method involved the technician checking in their returned or expired CPE in at a warehouse counter which drove excessive times for technicians and delayed their time to first job. In addition, technicians often would be scheduled a job through the dynamic dispatch system and did not have the proper CPE device to complete the work order. This would require the technician to return to the warehouse or meet a supervisor in route to obtain the correct device.

Methodology: Sand Cherry stepped in and started working with field operations teams and identified the optimal weekly standard load of CPE for Field Technicians based on customer demand.
Our approach clearly defined associated processes to efficiently fulfill and issue the inventory to the Technicians.

Implementation & Results

Sand Cherry provided program managers and subject matter experts that worked directly with the client’s field business operation teams and headquarter supply chain teams to define requirements, implement project plans and execute on key deliverables and timelines.

  • 54% reduction of mid-day trips back to warehouse
  • 53% reduction of average time technician spent at warehouse obtaining their inventory in the morning.

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Direct Sales Representative (DSR) Vendor Optimization

Primary Optimization Area – Strategic Sourcing & Labor Optimization

Client: A major US Cable company

Situation: Our client company maintained and managed over 20 different local DSR vendor relationships at the field/market-level across a national marketplace. Vendor partners were delivering a wide range of sales results, quality service levels, and subscriber acquisition costs.

Methodology: Sand Cherry collected, analyzed, and developed industry benchmarks for DSR sales channels, internal vs. outsourced sales, key market drivers for DSR sales efficiencies (i.e.: within and outside of fiber telecom markets), and sales force KPIs. Our approach helped us create and implement a clear performance dashboard for corporate and field managers.

Implementation & Results

Sand Cherry provided key business requirements and SLAs as part of a national RFP for top DSR vendors and supported the migration from local area vendors to 2-3 national vendors across the national marketplace.

  • Greater vendor management efficiencies
  • Improved performance against SLAs
  • Increased flexibility to respond to changing market conditions
  • Approximately 10-15% cost reduction across outsourced DSR sales force

Global Consulting Firm

Field Dispatch Organization Design

Client: A major US Cable Company

Situation: A client company was looking to develop an optimized approach to the field dispatch organization as part of a post-merger integration initiative – additionally, company was undergoing a billing system billing system migration across multiple markets.

Methodology: Sand Cherry conducted site visits and interviewed key stakeholders to assist in process mapping of all the relevant dispatch activities occurring at the field level (at legacy and acquired markets). Sand Cherry identified key processes in common and unique to the different field organizations, performed a gap analysis, and developed a best-in-class approach to the future state organization.

Implementation & Results

Sand Cherry developed a three-phased approach to implementation that took into account post-merger financial targets and operational results at the field-level as well as the major milestones and capabilities available at the field level as a result of the billing system migration.

  • Greater dispatch efficiencies as a result of the process standardization
  • Improved customer experience as a result of process improvements
  • Approximately $1M in expected cost savings (at typical market level) as a result of headcount savings and automation improvements.