The challenge
Across Europe, a telecom provider had developed their own ways of working, supported by different systems, processes, roles, and data structures. While each country had optimised operations locally, the lack of standardisation created complexity for large-scale transformation initiatives.
The objective was ambitious: create a harmonised Lead-to-Order (L20) blueprint that could serve as a common future-state model across multiple European markets while still respecting local realities.
Our approach
We began with a simultaneous analysis of five participating locations including Poland, Greece, Czechia, Slovakia, and Hungary.
The team mapped existing processes, identified bottlenecks, and documented operational realities using BOC ADONIS. This was complemented by market research, internal expertise, and extensive stakeholder engagement with both headquarters and local project sponsors.
Based on these insights, we designed a harmonised future-state L20 process covering:
- End-to-end process flows
- IT landscape integration
- Data handovers and ownership
- Role definitions and responsibilities
- Governance and operational standards
Once the blueprint was validated by key stakeholders, we conducted individual fit-gap analyses for each participating country, identifying local challenges, dependencies, and transformation priorities.
Each international location received tailored recommendations, pain-point analyses, transformation heatmaps, and implementation guidance.
The results
Within nine months, a team of four consultants successfully aligned five countries with fundamentally different operational models around a single future-state vision.
The resulting blueprint was not built on assumptions or theoretical best practices alone. It was grounded in real operational data, stakeholder input, and practical implementation considerations.
By providing both a harmonised target model and country-specific transformation guidance, our client gained a realistic and actionable roadmap for achieving greater consistency across European operations.
