TATA Case Study

1. Disconnected. A strange word to describe
two of the biggest players in the
communication industry. Tata
Communications, the worlds largest
wholesale voice carrier. And their mobile
network provider, Vodafone, one of the
world's largest telecommunications
providers of voice, messaging and data.
Two businesses who focus on connecting
people. And yet they couldn't be more
disconnected. Vodafone focuses on mass
subscribers. Tata Communications needed
a customised solution. Here is their story
and how Citycom reconnected their
relationship and got Tata the customised
solution they were looking for.
TATA COMMUNICATIONS
Global Communications Network
CASE STUDY:CASE STUDY:
How Tata Communications Ltd switched to
Citycom Managed Services and got a
customised telecom solution which reduced
manpower, slashed costs, and got them the
flexibility they needed to help them grow.
How Tata Communications Ltd switched to
Citycom Managed Services and got a
customised telecom solution which reduced
manpower, slashed costs, and got them the
flexibility they needed to help them grow.

2. MEET TATA COMMUNICATIONS, LTD
Tata Communications, Ltd is the world s largest wholesale voice carrier. Its
network handles 1 out of every 10 international calls and connects more
than 70% of the world s mobile carriers. As a top five Tier-1 IP provider,
Tata handles over 24% of global internet traffic, totalling more than 7,300
petabytes a month.
COMPANY OVERVIEW
- London, UK
- Parent organization: Tata Group
- Founded 1986
- $3.2 billion in annual revenue in FY13-14
- 77% of revenue generated outside of India
- 8,000 employees globally
- Largest wholesale voice carrier carrying 53
billion minutes of wholesale voice traffic
annually
- Over 24% of the world s internet routes
are on Tata Communications network
- 44 data centres and colocation centres
with over one million square feet of space
- 1,600 telcos use TATA s network to
connect to 70% of the world s mobile
network operators
- Tata Global Network powers Formula One
Management's diverse global operations
Vodafone gets 3 out of 5
stars. But those 2 missing
stars cost us a lot of money.
CRAIG KENDALL, EUROPEAN FACILITIES MANAGER
TATA COMMUNICATIONS
THE PROBLEM
Tata Communications and Vodafone both hold
simultaneous roles as each others customer,
vendor, and partner. But like all relationships,
there can be breakdowns when critical needs
and expectations are not being met.
Vodafone focuses on a mass market. Their one-
size-fits-all approach makes it difficult to provide
customised solutions. Tata Communications
grown, expanded, contracted, and grown again,
and over the past 4 decades, their 8,000 global
employees have left a massive footprint on the
telecommunications industry. Tata needed a
solution which would solve their unique
business requirements.
Vodafone lacked the people and organic
systems to support Tata's changing
requirements. Tata team members have a global
presence, but mobile roaming costs, support
issues, and lost business opportunities were
creating serious problems. The daily task of
keeping every team member connected,
productive, and on budget was frustrating
management.
Craig Kendall, Tata's European Facilities
Manager commented in an interview, "We lost
confidence in Vodafone s ability to understand
our needs. There was a massive disconnect.
Vodafone gets 3 out of 5 stars. But those 2
missing stars cost us a lot of money."
COMMUNICATIONS

3. THE APPROACH
"Tata Communications situation is more
common than you might think." says Vinod
Kakkar, Managing Director at Citycom
Technologies, Ltd. "It's the same with Vodafone,
BT, O2, or EE. There's a natural reluctance on
the part of clients to make any changes or
switch networks. Network providers rely on this
reluctance to boost profits. So there's little
motivation to help a client. Once they get a
contract signed, the client is on their own if they
have special requirements."
Citycom's first step was to understand Tata
Communications' concerns and requirements.
During a few fact-finding meetings, Citycom
team members collected the raw data they
needed for their analysis. Using proprietary
business intelligence analytics software,
Citycom analysts take a human and technology
approach to recommending a course of action.
The first recommendation was Citycom's
Managed Services Plan. This plan restructures
the network providers role and seeks to
commoditise the relationship. This means
taking the best features a provider offers,
stripping away unnecessary costs, and
optimising each feature so it performs at
optimal levels. Next, Citycom adds personalised
and new customised features which the
provider doesn t offer. With Managed Services,
Citycom created a customised plan which met
Tata's specific requirements.
Tata's international roaming spend had been
difficult to control. But with a new bespoke
tariff and spend alerts, costs became more
predictable. Device migration was executed
with flawless precision at Tata's London office.
Citycom held a 'porting event' where Tata team
members exchanged older mobile devices for
newer smart phones, like Apple's iPhone 6 or
Samsung Galaxy S6. Citycom also created and
manages Tata's Technology Fund.
Tata team members are embedded at client
facilities or on the road supporting Formula One
Races. They're found in whatever country they
are needed. Lost devices or something as simple
as not being able to retrieve a voicemail means
lost opportunity. Citycom's 24/7/365 Concierge
Level Support keeps the Tata team moving with
most issues resolved in a few minutes instead of
the usual 1-2 days with Vodafone. In fact, if a
Tata team member in downtown London
experiences a broken or lost device, a Citycom
courier will replace it within 90 minutes.
The transition was seamless. "The migration was
very successful and executed to the letter. Some
people had last minute requests and changes and
Citycom was happy to do it." added Kendall.
The migration was very
successful and executed to
the letter....
THE APPROACH
+ Managed Services
+ Bespoke Tariffs
+ Spend Alerts
+ Migration Management
+ Managed Technology Fund
+ 24/7/365 Concierge Support
CRAIG KENDALL, EUROPEAN FACILITIES MANAGER
TATA COMMUNICATIONS
Citycom team members distributing mobile devices and SIM cards at
a porting event at client s location.

4. THE RESULTS
Since switching to Citycom Managed Services,
Tata Communications has experienced
significant improvements to its mobile
telephony operations.
Flexibility
At the core of Tata's requirement was flexibility.
Manpower levels and team member assignment
locations were always changing. Citycom
delivered the flexibility Tata needed to change
their plan as their needs changed. Not when
their contract changed.
Predictability
Their international roaming spend had been
impossible to forecast. Citycom flattened Tata's
spend wave. This gave them the predictability
they needed to project their costs in advance.
Cost Reduction
Citycom constructed a bespoke tariff for Tata
which optimised each Vodafone feature. This
optimisation process slashed costs and gave
Tata the flexibility to make changes without
driving up costs.
Less Manpower
Tata management no longer needed the extra
personnel to manage all the technical support
issues. Citycom's 24/7/365 Concierge Level
Support resolves support issues in less than 60
minutes. Frustrating problems like lost devices,
cracked screens, and forgotten passwords are
on their way to being resolved in minutes, not
days. Broken mobile devices can usually be
swapped out with fully programmed phones in
less than 90 minutes by courier in downtown
London. Since migrating to Citycom, Tata's team
members have rated Citycom s Concierge
Support with a 100% satisfaction rating.
Zero Disruption
With surgical precision, Citycom executed
changes which impacted hundreds of Tata
team members. Everything from device
selection to migration to last minute user
requests. All changes were quickly handled
with 100% user satisfaction and zero
disruption.
Over 24% of the world s internet routes are on
Tata Communications Global Network.
Contrasted against pro-
rata costs before
Citycom s Managed
Services, the savings
exceed 40%.
VINOD KAKKAR, MANAGING DIRECTOR
CITYCOM TECHNOLOGIES, LTD
Conclusion
Tata Communications gained the flexibility and
tools they needed. UK and international data
usage has tripled while overall costs have
plummeted 28%. Contrasted against pro-rata costs
before Citycom's Managed Services, the savings
exceed 40%. But while a 40% savings is impressive,
hard costs savings wasn t Tata s primary
motivation.
Sure, cost control is always important. But
opportunity cost control is just as important for
Tata. Team members who can t communicate with
clients negatively impact revenue. Team members
who can't transfer critical data or information at a
Formula One racing event can damage client
relationships. Poor mobile device management can
cause breakdowns in momentum, workflow, and
client engagement. This type of breakdown will
always drive up the soft costs of opportunity.
Citycom now keeps Tata connected. Both with
their clients and each other.

5. ABOUT US
Citycom is a complete communications provider. We integrate the web with
fixed line and mobile solutions. Headquartered in the heart of London, we
have a global reach as do many of our customers. We offer a suite of
products and services which we personalise to the evolving needs of
businesses based in Central London.
CONTACT INFORMATION
Citycom Technologies Ltd
11th
Floor, The Mille
1000 Great West Road
Brentford
London, TW8 9HH
Phone: 020 7870 4841
Email: info@citycom.co.uk
Website: www.citycom.co.uk
UK and international data usage has
tripled while overall costs have plummeted
28%. Contrasted against pro-rata costs
before Citycom's Managed Services, the
savings exceed 40%.
UK and international data usage has
tripled while overall costs have plummeted
28%. Contrasted against pro-rata costs
before Citycom's Managed Services, the
savings exceed 40%.