Unifying Global Technical Support Operations for a Telecom Equipment Vendor. Reducing Costs by ~20%
Global telecommunications equipment vendor · Thousands of customer contracts & SLAs · Multi-region support operations · ITIL & ISO compliance requirements
The Challenge
A global telecommunications equipment vendor was running technical support through disconnected regional organizations — each with its own processes, architectures, staffing models, and tool sets. The fragmentation made it impossible to deliver consistent customer service across regions, achieve economies of scale, or effectively load-balance work across teams.
With thousands of unique customer contracts and service level agreements to manage, the inconsistency was more than an operational inconvenience — it was a barrier to growth. The organization couldn't scale its support model, couldn't share resources across regions, and couldn't give leadership a unified view of global service performance.
They needed a single, standardized blueprint for technical support that would unify every region under a common approach — while meeting the ITIL and ISO compliance requirements their enterprise customers demanded.
Our Approach
Blue Orbit led the design of a comprehensive global support blueprint, working across regional stakeholders to build alignment and define a unified operating model:
Stakeholder discovery — We conducted interviews with stakeholders and operations personnel across every region to understand what a global blueprint meant to each team, surface pain points, and build consensus on requirements and priorities.
Global standards design — We facilitated cross-functional working sessions to define unified standards across six dimensions: human resources, policy, technology, service levels, and architecture — all aligned with ITIL frameworks and ISO compliance requirements that the organization's enterprise customers expected.
Blueprint documentation — We consolidated all decisions, standards, and specifications into a comprehensive technical support blueprint — a single reference document that every region could implement against, ensuring consistency in problem-solving approaches, tool sets, roles, and infrastructure.
Change management & adoption — We delivered robust communication and change management plans to drive adoption across regions. This included structured rollout guidance, stakeholder alignment sessions, and ongoing update mechanisms to ensure the blueprint remained a living document, not a shelf artifact.
The Results
~20% cost reduction — The unified operating model enabled the organization to eliminate redundancies across regional support teams, consolidate tool sets, and achieve the economies of scale that fragmented operations had previously made impossible.
Unified global blueprint — A comprehensive technical support architecture adopted across all regions — standardizing processes, roles, tools, and service levels under a single operating model for the first time in the organization's history.
ITIL & ISO compliance — The blueprint was designed from the ground up to meet ITIL and ISO standards, satisfying enterprise customer requirements and positioning the organization for audit readiness across every region.
Improved service consistency — With a single approach to problem-solving and infrastructure, the organization could deliver consistent customer experiences regardless of which region handled the interaction — and load-balance work across teams for the first time.
Adoption-ready framework — Communication plans and change management frameworks ensured that the blueprint wasn't just documented but actively implemented, with mechanisms in place for ongoing updates and regional alignment.
Struggling With Inconsistent Global Operations?
When every region runs differently, you can't scale, you can't optimize, and you can't deliver consistent service. We help organizations design unified operating models that reduce costs and improve performance — globally.