Telecom operators are waging a war for connectivity and customer intimacy. As profit pools decline, mobile and fixed services converge, and business boundaries in the broader ecosystem blur, Bain can help. We serve telcos around the world, helping them to better understand their customers, build superior networks, find a sustainable path to growth and achieve cost leadership while maintaining a high-performance organization.
What We Do
What We Do
Bain is one of the world's leading consulting firms for the telecommunications industry. We have worked with 85% of the world’s top 50 global telecom operators (excluding China), and 80% of the largest telecom equipment companies.
Our clients are passionate about seizing opportunities to transform their businesses, and our telecommunications consulting experts provide critical support and expertise to help companies achieve lasting results. We focus on developing pragmatic strategies to address our clients' most critical challenges.
- Growth: Strategy is at the core of everything we do at Bain. We act as trusted advisers, supporting telecommunications companies in making strategic decisions about wireless strategy, mobile strategy, fixed-mobile convergence and more. We help our clients determine where to play in the future ecosystem, how to benefit from new content delivery models and new opportunities to monetize broadband, and how to partner to increase revenue pools.
- Transformation: Changing the trajectory of a business. We lead cross-functional efforts to alter a business's financial, operational and strategic directions to produce game-changing results.
- Digital: Taking advantage of disruption. We help telcos use digital and advanced analytics to deliver on core strategy, delight customers and operate smarter and faster. Our unique Simple & Digital for Telcos is a proven way to simplify operations while enhancing the customer experience, leading to increased revenue.
- Capital Expenditure (CapEx): Improving capital allocations. Bain Capex Impact helps telecom executives prioritize capital expenditures that improve their strategic position and enable market share growth.
- Organizational effectiveness: An effective organization can give companies the edge that sets them apart from the competition. We ensure that entire organizations are aligned and set up to deliver on their objectives.
- Telecom simplification: Complexity creates a cycle that degrades financial results. We elevate telcos' efficiency and effectiveness, so they can better serve their customers. Our experts in Information Technology and Performance Improvement work to develop agile technology organizations and streamlined back-end processes that please customers and generate savings.
- Capital markets transactions: We link strategy and total shareholder return to help companies create value. Historically, Bain clients have outperformed the broader market 4 to 1.
- Customer experience: We help companies develop unparalleled customer strategies. Our expertise with the Net Promoter System® allows us to help companies increase customer engagement and retention while ensuring optimal service delivery, segmentation and pricing. And our new Telecom NPS Navigator® benchmarking service enables telcos to use episode-level scores to prioritize the investments that will make the biggest impact to the customer experience.
As boundaries between telecommunications, technology and media markets continue to fade, our telecommunications clients also benefit from the shared expertise of our Technology and Media practices. In addition, our Private Equity group is the leading consulting partner for advising clients on PE deals across the globe.
We share our clients' passion for results and work to ensure they can reach their full potential through our unique approach to change management, called Results Delivery®. Results Delivery helps our clients realize results consistently by predicting, measuring and managing the risk associated with change from day one.
The traditional core businesses of telecom operators and communications equipment suppliers are under pressure. We have the expertise—and a global network of more than 700 partners and senior consultants with deep telecommunications experience—to help companies address the industry's most critical issues:
Dealing with uncertainty. The telecom sector is at major crossroads: Profit pools are declining, mobile and fixed services are converging, and business boundaries in the broader ecosystem are blurring. Players must decide how they will participate in industry consolidation and which bets to make on the major ongoing technological and infrastructural transition.
Building competitive advantage by making the right decisions. Telecom operators must determine how to win the war for connectivity and customer intimacy. They also need to maximize the perception of their networks' value to shift the customer focus from price alone. Such telecom "repremiumization" efforts require innovative products and services and enhanced capabilities that create a more sophisticated approach to pricing and selling.
Capitalizing on the data surge and improving network infrastructure. As users embrace services and applications that rely heavily on the exchange of rich data, demands on network infrastructure capabilities will continue to rise. More than ever before, telcos need to invest wisely in their infrastructure and know precisely where their investments will have the biggest impact on customer experience.
Delighting the customer. Companies need to develop methods to check the pulse of what really matters to consumers and businesses. Delivering personalized experiences across touchpoints is increasingly important, and it needs to be done with sensitivity to customers' privacy concerns.
Simplifying products, processes and the organization. Innovative telecommunications companies need to excel in managing complexity on multiple fronts, from increasingly complex bundles of products and services to an expanding universe of devices, operating systems and applications. Companies will need flexibility and efficiency to ensure that operations run smoothly and the organization achieves its full potential.
Anticipating the impact of regulation. Regulators have the ability to create significant impact on industry returns; over the next few years, they are expected to maintain pressure in telecommunications and manage the level of competition. Bain has considerable experience working with international clients and associations that seek to influence policy and regulations.
Developing a compelling equity story. Uncertainty in global markets can shake investors' confidence and raise questions that require compelling answers. Telecommunications companies need to understand their investor base, develop a strategy that makes them more attractive than competitors and set appropriate dividend levels that also allow them to invest for the future.