The Challenge
A national incumbent telecommunications provider urgently needed to replace its TV and streaming infrastructure. Its legacy technology was difficult to operate and upgrade and offered a poor customer experience which was lagging behind the competition.
Given the multiple technologies involved and the difficulty of aligning vendors’ promises to their broader commercial objectives, the provider turned to Caretta Research to provide strategic advice on how to upgrade its TV and video streaming technology stack.
Project context
Caretta Research provided user requirements analysis, so the telecommunications provider understood what, exactly, multiple teams within its organisation needed from its TV and streaming technology.
We also provided Pay TV and streaming services benchmarking and best practice analysis, so the provider understood what was required to be competitive in a challenging market.
Additionally, Caretta Research assisted with technology procurement process planning, so the telco could execute the process of identifying the best vendors and solutions efficiently.
Lastly, we provided procurement support, so the provider’s procurement team had a trusted advisor “in their corner” when they engaged with vendors during the procurement process.
Detailed approach
- First, Caretta Research reviewed the existing technology stack and conducted workshops with relevant teams at the provider to understand the requirements of the TV and streaming video businesses.
- Then Caretta Research benchmarked the provider’s TV and streaming services against competitors and identified industry best practices around customer experience and service quality. This process enabled Caretta Research to define the provider’s MVP (“minimum viable product”).
- Caretta Research conducted a thorough evaluation of all relevant vendors, determining their suitability for the provider’s requirements and ranking them.
- Caretta Research helped the provider plan and execute the procurement process itself, providing a senior Director who was based onsite during crucial phases of the process to support the procurement teams, keep the vendors honest and drive robust decision-making.
Project outcomes
Caretta Research was engaged by the telecommunications provider for a year as a trusted advisor to the core technology leadership team.
Caretta Research provided research reports, data analysis and onsite support to enable the provider to choose the pool of technology vendors which would address its requirements most effectively.
The telecommunications provider is now working with the selected vendors on implementing a new TV and video streaming platform.