West Coast Consulting Group

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West Coast Consulting

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		Client Extranet

Core Competencies

West Coast Consulting Group has completed successful work for our clients in the areas of Product Strategy and Rollout, Business Planning, Market Research, User Testing, Business Process Engineering, Implementation, Program Management and Metrics.

Some of our select client work is featured below. Click on the individual hexagons for additional details.

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Client Result: Financial Modeling

Scope of Work	For an investment bank, evaluated the value-creation opportunities related to the acquisition of MCI.
Major Activities Completed	Created financial models to assess the relative value of MCI's assets to each of the potential acquirers: Verizon and Qwest. Advised our client on the likely scenarios for evolution of the markets in which MCI was operating and the likely implications on the value of the client's current and potential investment.
Client Benefits	Investment bank used the information for voting as it related to their ownership of 29 Million MCI shares.

Client Result: Business Planning and MVNO Launch

Scope of Work	For a potential entrant into the US market for wireless voice and data services, provided Business Planning and Launch Support services.
Major Activities Completed	To support market entry as a Mobile Virtual Network Operator (MVNO), WCG completed the following: Quantified the market opportunity and developed financial model to evaluate alternative business models and growth scenarios. Defined business requirements for launch and ongoing operation in this highly competitive market. Defined business processes and functional requirements. Managed RFP process to evaluate potential providers of outsourced BSS/OSS services, including billing, customer care, and service provisioning. Managed RFP process to evaluate potential providers of outsourced network services, voice, data, and messaging. Evaluated other potential partners and service providers, including content providers, content management platforms, fulfillment & logistics, prepaid logistics, international long distance, and platforms for fixed-mobile-convergence products.
Client Benefits	Client was able to launch a successful Hispanic focused wireless operations within 18 months to complement their existing wireline operations.

Client Result: End-to-End Process Definition

Scope of Work	For a new entrant in the wireless industry, WCG created the end-to-end processes to launch wireless operations including process definition with 3rd party vendors.
Major Activities Completed	For an entrant wireless carrier launching wireless operations, WCG created the end-to-end processes enabling: Sales and distribution Marketing and management of products and pricing Billing and customer care Collections management and credit profiling
Client Benefits	Client used these processes to launch their wireless operations.

Client Result: Business Intelligence for Long-term Forecasting

Scope of Work	For a large wireless operator, created a leading edge long range aggregate deactivation forecasting system, with unprecedented accuracy.
Major Activities Completed	Using a pioneering survival analysis approach that made possible prudent budget planning at the enterprise level and forecasting for the next 12, 24, 36 months, enabling: Accurate long range monthly forecasts (next year to 3 years) of aggregate churn (total deactivations) by geography, customer segment and channel, rate plan, etc. Accurate long range projections of monthly churn rate that separated the effect of the current customer base on future churn from the effect of new customers to be added in the future, thereby allowing the optimization of the customer base quarter by quarter and by year end, as a function of the pattern of new add-ons. A platform to conduct what-if-scenarios simulating the effect of different strategies for adding new customers (e.g. prime, sub-prime, by credit class) to help optimize capital spending for achieving a certain year-end growth rate. Accurate estimates of remaining lifetime by individual customer attributes (tenure, area, rate plan, and channel of acquisition), allowing calculation of future cash flows for finance purposes.
Client Benefits	Client used this analysis to evaluate existing customer revenue and forecast quarterly growth projections.

Client Result: Product Definition

Scope of Work	For one of the top worldwide ERP companies, WCG was responsible for providing insights and creating vertical segmentation release management requirements and tying it back to the ERP systems for Fortune 500 companies.
Major Activities Completed	WCG was responsible for completing the following: Creating the release management requirements for IT governance Defined high-level requirements for tying the IT governance. release management process with the ERP systems. Set-up the reporting structure for C-level executives for key strategic IT initiatives. Set-up drill-down capabilities and efficient budget reporting structure to enable quick escalation and review of IT release management activities for IT executives.
Client Benefits	Client was able to successfully launch their IT governance release management module tied back to the ERP functionality for budget reporting.

Client Result: Outsourcing Management

Scope of Work	For a leading technology company in the Bay area, WCG provided the end-to-end support for initial set-up of their operations in India.
Major Activities Completed	WCG was responsible for completing the following: Quantified the market opportunity and developed financial model to evaluate outsourcing scenarios using strength and weakness of different Indian cities. Provided legal and HR support for entry into the Indian market. Helped with the transition activities of enabling an efficient operational model between their US and Indian operations. Set-up dashboard and efficient reporting structure to enable
Client Benefits	Client was able to successfully launch their Indian operation for development in the tax-free software zone in Mumbai.

Client Result: User Testing and Release Management

Scope of Work	For a large engineering organization, managed the end-to-end user testing and release management of a .NET dispatch application.
Major Activities Completed	For an entrant wireless carrier launching wireless operations, WCG created the end-to-end processes enabling: Created the overall project plan and the test methodologies to successfully launch the dispatch application. Created test strategy and managed testing of the data migration/data integration to ensure 99.99% data accuracy. Identified end-users for the testing, trained the end-users on testing methodologies, created test strategy, test scenarios/cases and managed the end-to-end testing of the application. Managed the release of the product and continued to support the product post-launch ensuring that the product was accepted by the entire organization.
Client Benefits	Client was able to successfully launch application within a 9-month time-frame. The previous vendor had failed to deploy this application over a period of 3+ years.

Client Result: Call Center Operations Management

Scope of Work	For a leading pharmaceutical company in Southern California, WCG provided the end-to-end independent project management support for issues with call center and communications vendor.
Major Activities Completed	WCG was responsible for completing the following: Assessing the call center operations including the network and the call center equipment to ensure that the outages being reported were valid. Worked with the call center and communications vendors to create a QOS (Quality of Service) agreement plan and adopt the agreement levels into day-to-day operations to avoid the known outages. Developed a service level agreement plan for future QOS requirements and reviewed on a quarterly basis with the call center and communications vendor to ensure service had no outages. Set-up dashboard and efficient reporting structure to enable quick escalation and review of service level agreement activities.
Client Benefits	Client was able to successfully work out their call center and communications issues with the outsourced communication provider.

Client Result: Merger and Acquisition Analysis

Scope of Work	For a leading worldwide wireless operating company, WCG provided the market research and strategic analysis to divest their holdings in the Indian wireless market.
Major Activities Completed	Using a SWOT analysis approach, WCG analyzed the clientsholdings in the Indian Mobile market. The deliverables included: Country specific analysis related to foreign investment, telecommunications regulatory environment, minority shareholder value assessment. Analyzed the ARPU in the pre-pay versus post-pay markets as well as technology evaluation of GSM versus CDMA Conducted key player analysis and their market share evaluation Analyzed the future growth for the Indian mobile market and provided key strategic assessment as it pertains to the client.
Client Benefits	Client was able to successfully divest their portfolio for substantial value to Vodafone PLC.

Client Result: New Product - Project Feasibility

Scope of Work	Evaluate client's novel catalyst technology to assess its value to the polyolefins industry.
Major Activities Completed	The primary objectives of the project were to determine (1) the potential value of the technology to the client and (2) the preferred route for commercializing the technology Secondary objectives include Determining potential clients and partners for the technology Determine value of the technology to potential clients Understanding the structure of polyolefins catalyst supply industry Estimating the response of incumbent catalyst suppliers to the entry of a new player in the market Presentation of Approach, Summary Conclusions, and Recommendations
Client Benefits	Client used our results to plan future service offerings and required technologies to manage their renewable energy and dark fiber needs.

Client Result: Requirements for Customer Support

Scope of Work	Enabled major polyolefin supplier to improve its customer support center for accessing Material Safety Data Sheets (MSDS) for all grades of polyols and polyolefins resins.
Major Activities Completed	Planned and implemented requirements for a new system to help customer support center in accessing MSDS data : Evaluated existing system performance and quantified inefficiencies Recommended new user graphic interface Defined required operational support systems to sustain proposed usability and graphics for end-user Developed and implemented prototype for reporting systems Ability to add new MSDS for developmental or new grades into the system Program managed the data migration process
Client Benefits	Client realized improvements in accessing data for its customers for providing MSDS sheets for all grades of polyols and polyolefins resins.

Client Result: Technology Planning

Scope of Work	For a municipal utility operating a dark fiber network and renewable energy study, performed a technology and business assessment to evaluate the opportunity to provide higher-value services to corporate customers.
Major Activities Completed	Based on needs assessment, developed recommended investment requirements: Primary research with key customers to identify service requirements Assessment of technology alternatives in terms of functionality, cost, scalability, interoperability, security, and related criteria Managed RFI process with key technology vendors to confirm technology direction and develop budgetary investment requirements Financial modelling of potential business structures Presentation of Approach, Summary Conclusions, and Recommendations
Client Benefits	Client used our results to plan future service offerings and required technologies to manage their renewable energy and dark fiber needs.

Client Result: Product Workshop for US Market Entry Assessment

Scope of Work	For a large, successful international software vendor based outside the U.S, supported a workshop at the client's site reviewing requirements for Billing and Customer Care Systems in the US.
Major Activities Completed	Using a prepared functional process checklist, stepped through all wireless service provider functional processes reviewing typical practices and requirements that may be specific to the US Focus was on CDMA-based carriers since the existing Billing and Customer Care application is already successful in non-US based GSM markets Identified functional changes to the existing system for the U.S. market, prioritizing as mandatory and optional Reached out to US individuals with specific expertise, conferencing to drill-down on specific areas at issue (example: WNP)
Client Benefits	Client used information to define required and optional functionality changes for the North American market, estimate costs and develop a business plan for market entry.

Client Result: Strategy and Call Center Product Definition

Scope of Work	For a leading SaaS company, West Coast Consulting Group developed the Vertical Product Marketing strategy and prototype for their Telecommunications Call Center product.
Major Activities Completed	Responsible for completing the following: Assessed the products developed by the SaaS provider and mapped them to Telecommunications Service Providers and their market segments Developed a demo for the Telecommunication Call Center operation product, which is extendable to other industries that use Call Center operations. Developed the strategy for market penetration and obtaining additional leads through product effectiveness.
Client Benefits	Client was able to successfully create a demo for their call center product and used the strategy to drive Telecommunications clients to their portfolio.

Client Result: Cloud Deployment

Scope of Work	For a wireless company, West Coast Consulting Group provided the process and Call Center expertise to build and deploy a Technical Support Case Management solution in less than a week.
Major Activities Completed	Responsible for completing the following: Assessing the call center operations to outline internal processes, evaluate them with best practices and build a Case Management solution using the salesforce.com platform Worked with the IT operations team to integrate the existing back-end billing system with the salesforce.com platform within a 2-day turnaround Churn reducing and revenue enhancing process improvements were identified for the Customer Care and Sales team to be included in future implementations. Set up dashboard and efficient reporting structure to enable quick escalation and review of technical support issues in an efficient manner.
Client Benefits	Client was able to successfully roll out the technical support solution and decrease turnaround time by 24-48 hours.