Technology
Change of Mobile Provider (Voice & Data)
Switched regional mobile network provider to improve coverage, reduce costs, and streamline contract management.
Industry
Financial Services
Direct/Indirect
Indirect
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Sourcing Context & Procurement Challenge
The company’s mobile services were fragmented, costly, and offered inconsistent coverage. Employees in field roles reported poor connectivity and limited support. Procurement’s challenge was to source a new regional provider offering superior network quality, simplified contracts, and improved service SLAs.
Procurement Objectives & Strategic Levers
Goals included >15% cost reduction, improved network coverage, and unified voice/data plans across the organization. Key levers were market testing, bundling volumes, and negotiating zero-cost roaming in priority countries. Device bundling and centralized billing were also explored. In addition, employee benefits for private use needed to be included in the new contractual set-up.
Sourcing Strategy & Execution Approach
A detailed usage analysis as well as in-depth benchmarking was conducted, followed by a competitive RFP with top-tier telecoms. Technical coverage maps were validated in critical regions. The contract was structured with flexible data pooling, device lifecycle options, and 24/7 support for priority users. KPIs included coverage quality, support response time, and cost per user.
Results & Values Delivered
Costs were reduced by 18%, and network satisfaction improved by 35% in internal surveys. Centralized billing reduced Finance workload, and mobile device management (MDM) tools improved security. Employees in rural and cross-border roles benefited most from improved coverage and roaming.
Role & Contribution
Leading the sourcing strategy, created executive buy-in, and negotiated with all shortlisted providers. Supported planning the management of the implementation plan in close collaboration with the IT-Department and the new supplier, including SIM migrations, end-user communication, and risk mitigation. Procurement served as the bridge between IT, Legal, and regional business units.
Conclusion & Reflections
Mobile services are mission-critical infrastructure in the modern enterprise. The biggest insight: don’t buy telecom – buy continuity. Procurement must challenge vendors on network experience, not just tariffs. Mobility is about freedom and connection – procurement must enable both. Especially for customers with field agents, the connectivity needs to be weighted high in the AEV. Ensure uunderstanding of overachting contracts in case suppliers offer other services in different fields to the customer.