Telaid's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver Business Transformation

Read this article about Telaid, Finalist in the Best Achievement in Operational Excellence to deliver Business Transformation, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

Telaid undertakes bold initiative to digitize new operational processes for better customer service, expected increase in client project services demand

A technology integrator working on highly complex projects, Telaid has worked hard over the course of 40-plus years to perfect operational processes that help deliver scalable and repeatable, complex project services to customers on time and on budget. However, in the face of increasing complexity and demand for speed, Telaid needed systems that would support precision project management and accommodate growth targets set by the company while also ensuring exceptional customer service and last-mile delivery. The company successfully planned and executed a multi-million-dollar, multi-annual investment to fully digitize Telaid’s end-to-end client onboarding, project execution, and service delivery processes. This major undertaking came with challenges and obstacles, which Telaid’s senior leadership team (SLT) worked with the entire operation and field teams to address and overcome.

In the end, over a 2-year period, we have transitioned 90% of all systems to cloud-based platforms, enhanced the customer experience (while improving NPR 450%), and positioned Telaid to support rapid revenue growth through the addition of new projects and customers. The results are evident in the numbers, with contribution margin and revenue increasing by double digits between 2020 and 2021 (See Figure B). Simultaneously, escalations and trouble tickets continue to decline. Telaid’s digital operations transformation project demonstrates the power of technology to advance business objectives: the precise value we add to our own customers’ businesses.

The project has achieved the desired objectives and lays a foundation for Telaid to deliver outstanding, on-time, on-budget customer service and unlimited revenue growth over the next decade. Following our own prescription to “accelerate technology adoption to achieve our business objectives,” Telaid has proven our ability to deliver results internally as well as to our customers.

Digital Transformation & Operational Excellence Industry Awards 2021

About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

Quick Links

Speakers

Agenda

BTOES Awards

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com