Case study

Transforming Spend Analytics for a Fortune 50 Telecommunications Company

The Challenge: Build a Reliable, User-Friendly Spend Analytics Platform

A Fortune 50 telecom company’s goal was to develop a customized web-based Spend Analytics solution that would enable them to optimize their multibillion-dollar procurement expenditures through timely visibility and relevant data insights. However, the company experienced several significant challenges with prior outsourcing initiatives that hindered their ability to realize their goals.

When they approached Phoenix for a solution to their problem, the developers and project management teams identified some key challenges:

Feature development cycle times were too long.
Spend data was not reliable, which severely reduced user adoption rates.
Website designs provided a poor user experience (UX).
System support was cumbersome and inadequate.

With a separate largescale Supply Chain Management (SCM) Analytics solution already providing customer delight to the telecom company, Phoenix was again entrusted to deliver a new Spend Analytics solution that would meet and exceed their expectations.

Delivering a Captivating User Interface & User Experience (UI/UX)

By prioritizing the voice of the customer and their desire to build a highly professional user interface/user experience, Phoenix successfully designed and developed high-class analytics features that effortlessly attracted a variety of user personas – from C-suite executives to operational specialists – to the new Spend Analytics platform. Where previous initiatives had lacked a captivating and convincing UI/UX in the past, the client product managers, and Phoenix UI/UX Design team partnered to deliver an eye-catching, user-friendly solution.

Delivering a Reliable Spend Analytics Platform

A pleasant UI/UX experience could grab key users’ attention and satisfaction. To top it off, robust and reliable data that was curated, tested, and validated by Phoenix Product and Quality Assurance teams kept them using and trusting the new platform. Thus, the new platform became the source for those users to gain meaningful insights. The tool was embraced as a highly reliable single source of truth by corporate financial analysts, cost takeout specialists, and procurement decision makers alike.

Delivering a Best-in-Class Product Development & Support Experience

While a lot of feature development cycles had a few weeks of time allocated, the urgent ones asked for a development release as early as the next day. Phoenix agile delivery methods were surprisingly unlike the previously lengthy and arduous development cycles the client had experienced before. Results became visible sooner and enabled quick user feedback for continuous improvements and enhancements. Additionally, Phoenix 24/7/365 Help Desk team’s highly responsive support provided the peace of mind to the client that they weren’t previously accustomed to.

The Results

With the encumbrances of multiple inadequate outsourcing initiatives behind them, the Fortune 50 telecom company has overwhelmingly approved and adopted the Phoenix Spend Analytics solution. In fact, the tool has seen a 1,212% increase in active users as compared to its predecessors and a steady month-over-month growth rate. As a result, this solution unlocked millions of dollars of potential savings opportunities and exposed countless business transformation opportunities through relevant and insightful features such as supplier tail spend, purchase order spends, credit card outlier spend, organizational spend, and others.

With a 95.5% Client Satisfaction (CSAT) rating, the telecom company extended its partnership with Phoenix to further enhance the tool with Artificial Intelligence (AI) capabilities and additional predictive and prescriptive analytics features.