Government Facility Employs Symphony for Outsourcing Services

Business Challenge
Facing unprecedented growth with limited budget increases, this government organization
needed to contain costs while maintaining or improving service levels. Seeking the help of a
third party outsourcer to assume all voice functions and lead efforts for VOIP implementation
strategies was the challenge. Lack of resources and industry expertise led to a decision for
outsourcing, as well as the need to break away from an internal bureaucratic infrastructure.

Solution
Symphony SMS assumed total outsourcing for not just the voice communications network
infrastructure, including maintenance and support functions, but also management and
implementation of existing VOIP strategies, carrier and telco management. Symphony SMS’
consultants automated functions and tasks where possible for lowered cost and increased
operational efficiencies while maintaining existing budget restraints.

Results
As a result of Symphony SMS’ management and VOIP implementation, this government
organization realized annual savings of more than 30% in just the first year. Symphony SMS
consultants were able to define and identify erroneous charges on bills, help negotiate better
vendor contracts, reduce required vendor “add on” charges, and completely redesign the
telephone and transport network for maximum efficiency. Symphony SMS’ holistic
management strategy has allowed implementation of three new call centers permitting retasking
of existing personnel to address core functions and automating service centers for
service level improvements. 

About Symphony SMS
Symphony SMS offers an End-to-End TEM Outsourcing Solution – a holistic approach that drives productivity, controls costs and enables clients to utilize telecom to create profitable technical, operational and accounting business solutions.