Driving Efficiencies After Multiple Acquisitions

By George Wellock, Senior Management Consultant

How Pragmatek Helped Communications Provider Improve Processes

George specializes in best practices in aligning business processes and technology.

Last month’s article described the need for achieving “Clean Orders” to optimize cycle time and efficiency in servicing customers. A good example of how this need emerges is Enventis Inc. (formerly HickoryTech), a Midwest communication solution provider. A series of acquisitions had left the company with three different CRM systems and poor process control in its order-capture process that was anything but a “Clean Order.”

How could the company improve its Order-To-Cash processes and resolve problems with antiquated CRM tools to regain business efficiencies and improve customer satisfaction?

As a long-term business partner with the company, Pragmatek identified the following key initiatives to improve processes and drive results:

Order-to-Cash Improvements

With multiple acquisitions in a short period of time, the main challenge was multiple business processes across sales and contract management teams that called for standardization. Pragmatek mapped all current-state processes and identified a portfolio of Business Process Technology Alignment (BPTA) improvement initiatives for all four Enventis business units. These initiatives were launched resulting in Contract and Customer Relationship Management process standardization and improvements based on CRM Best Practices.

Program Management

Pragmatek helped to convert the Enventis IT Strategy into a comprehensive program plan and drove individual projects to completion. The program consisted of 15 major projects that focused on process improvements, software upgrades and new software implementation to establish best-in-class telecommunication business operations.

For more details on this partnership and program results, download the case study.

Read about George's experience on LinkedIn.