Skip links
Let's Talk
Let's Talk
Digital Walls Consulting

Who We Serve

Tele-

com

Revenue complexity, large field workforces, high-volume customer interactions, and regulatory compliance that varies by geography. Telecom firms run some of the most complex enterprise operations in the market — and their ERP and HCM systems need to match.

Book a session
See case studies
GRC

Access control and SoD remediation — delivered for telecom clients

HCM

Large-scale SuccessFactors for telecom field and office workforces

35%

Reduction in service handle time — Copilot-assisted customer service

RAR

Revenue recognition for complex telecom contracts and bundles

"Telecom revenue is complex — bundle pricing, contract modifications, and usage-based billing that standard ERP configurations handle poorly. Getting this right is not optional when your auditors are reviewing every revenue line."

The Challenge

Where telecom enterprise systems are most exposed

Telecom complexity lives in the revenue model, the workforce scale, and the regulatory environment — none of which standard ERP configurations address without industry-specific expertise.

Revenue recognition complexity

Overstocked in the wrong sizes, out of stock in the right ones. Demand forecasting that runs on last year's data and does not account for seasonality, promotions, or new store openings.

Large field and office workforce management

Field technicians, retail store staff, call centre agents, and corporate functions — each with different HR processes, compliance requirements, and attendance management needs that one HCM template cannot cover.

High-volume customer service

Millions of subscribers with billing queries, service faults, and contract changes — all needing resolution against regulatory SLAs. Customer service systems that cannot keep up with volume or personalise at scale.

Regulatory compliance and access control

TRAI, TDSAT, and Gulf telecom regulators — each with audit and data governance requirements. SoD conflicts that accumulate across large user bases and role assignments that have never been cleaned up.

Capital procurement and network asset management

Network equipment procurement at scale, asset capitalisation and depreciation, and the maintenance management of infrastructure that must be available 99.99% of the time.

Management reporting and ARPU analytics

ARPU, churn, NPS, and network performance — all in different systems, none of which talk to each other. Management reporting that requires a week of manual consolidation before every board meeting.

What We Do

Enterprise systems for telecom complexity

Finance & GRC

Revenue accounting, finance transformation, and access control

S/4HANA finance configured for telecom revenue complexity — RAR for bundles and usage-based contracts, GRC for regulatory compliance, and financial close automation that keeps pace with your billing cycles.

  • RAR configuration for bundle pricing and contract modifications
  • SoD remediation and role redesign for large telecom user bases
  • Financial close automation — AR/AP reconciliation and payment processing
  • Regulatory reporting for TRAI and Gulf telecom regulators
S/4HANA
RAR
GRC
FI/CO

HRMS

SuccessFactors for large, distributed telecom workforces

HCM across field technicians, retail staff, contact centre agents, and corporate functions — with the attendance management, shift scheduling, and workforce analytics that telecom HR complexity requires.

  • Multi-function job architecture covering field, retail, and corporate roles
  • Shift-based attendance and field service scheduling
  • High-volume recruitment automation for contact centre hiring
  • Attrition analytics — contact centre and field workforce
SuccessFactors
Employee Central
Time
Recruiting

CRM & Customer Service

Omnichannel customer service for high-volume telecom interactions

Dynamics 365 Customer Service for telecom — case management, SLA enforcement, Copilot-assisted resolution, and a unified customer view across all products and channels.

  • Omnichannel case management — phone, chat, web, and retail
  • Copilot-assisted agent responses — 35% handle time reduction
  • Regulatory escalation workflows and SLA enforcement
  • Unified subscriber profile across all products and billing
D365 Service
Customer Insights
Copilot

Data Intelligence

ARPU, churn, and operations analytics for telecom leadership

Power BI and Azure analytics on your billing, network, and HR data — subscriber KPIs, network performance, workforce utilisation, and the board-level reporting that currently takes your team a week to produce.

  • ARPU, churn, and NPS dashboards by segment and geography
  • Workforce analytics — field utilisation, attrition, and cost per hire
  • Network performance and SLA compliance reporting
  • Board pack automation — from days to hours
Power BI
Azure Synapse
Azure ML

Case Studies

Delivered. Not just proposed.

Telecom outcomes across GRC, CRM, and workforce analytics.

GRC

SoD remediation and access control for a telecom services provider

Telecom Services Provider, India

  • Full SoD conflict analysis across 500+ SAP users
  • Role redesign — from 1,200 composite roles to 340 function-aligned roles
  • Emergency access management workflow with full audit trail
  • First clean audit in three years — auditors satisfied with access governance
SAP GRC
Access Control
Role Design

CRM

Omnichannel customer service transformation — 35% handle time reduction

Regional Telecom Operator

  • D365 Customer Service deployed across phone, chat, and web channels
  • Average handle time reduced by 35% with Copilot-assisted responses
  • Subscriber profile unified across prepaid, postpaid, and broadband products
  • Regulatory complaint escalation workflows implemented
D365 Service
Customer Insights
Copilot

HRMS

SuccessFactors for a multi-function telecom workforce of 8,000+

Integrated Telecom Firm, India

  • Employee Central deployed across field, retail, contact centre, and corporate
  • Shift-based attendance management replacing manual timesheets
  • Contact centre attrition reduced by 18% using predictive analytics
  • High-volume recruitment automation — onboarding time cut by 60%
SuccessFactors
Employee Central
Workforce Analytics

Testimonials

What our telecom clients say

Our SoD remediation had been on the backlog for two years because no one knew where to start. DWC gave us a clear plan on day one — here are your 47 critical conflicts, here is the remediation sequence, here is what the roles will look like when we are done. We were audit-clean in eight weeks.

CISO

Telecom Services Provider · GRC

Contact centre attrition is the most expensive problem in telecom HR. DWC built a prediction model on our SuccessFactors data that identifies high-risk agents 60 days before they resign. Our HR team now has time to intervene — and we have seen a measurable reduction in attrition in the first year.

CHRO

Integrated Telecom Firm · SuccessFactors Analytics

Copilot in our customer service team was the fastest adoption I have ever seen. Our agents went from sceptical to dependent in two weeks. The handle time reduction is real and measurable — and the customer satisfaction improvement followed directly from it. DWC managed the rollout without a single day of disruption.

Head of Customer Operations

Regional Telecom Operator · D365 Service

Speak to a telecom specialist today.

30 minutes, no slides. A direct conversation with someone who
understands telecom operations — and the enterprise systems that
need to support them.

Book a session
This website uses cookies to improve your web experience.
This site is registered on portal.liquid-themes.com as a development site. Switch to production mode to remove this warning.