Challenge: A national sports league wanted to improve its broadcast production capabilities and standards. The league faced constraints in bringing its games to air and needed to optimize resources.

Solution: Deloitte served as the league’s strategic collaborator to help envision the future of broadcast production and define near and long-term plans to elevate production standards across the league, including:

• Analyzing 30+ production and distribution contracts across the league
• Interviewing all but one team to document current-state scenarios and identify gaps and opportunities across capabilities, processes, standards, and governance
• Reviewing league operational manuals to standardize technical production expectations across teams
• Developing a high-level five-year roadmap and cost assessment outlining key activities and major milestones
  
  

Deloitte served as the league’s strategic collaborator to help it envision the future of broadcast production and identify both short- and long-term plans to improve production standards across the league. 

Solution: 

• Analyzed 30+ production and distribution contracts across the league 
• Interviewed all but one team to identify current-state scenarios, gaps and opportunities for production capabilities, process, standards and governance
• Reviewed the league’s operational manuals to standardize the technical production expectations across teams
• Developed a high-level five-year roadmap and cost assessment that outlined key activities and major milestones for the league

Challenge: A leading esports company wanted to build a centralized production facility to support a growing catalog of games with millions of players and event viewers worldwide. It sought to leverage citywide and worldwide fiber networks to rethink the production control model and implement a “follow-the-sun” operating model with centralized production control that worked across three time zones. 

The company also looked to decouple production processing from the operator facility by hosting hardware in traditional data centers. It also faced a cost challenge in delivering multiple esports productions with advanced technical systems. The high cost of traditional production, including travel and outside broadcast trucks, limited full coverage of events.

Solution: Deloitte designed a conceptual architecture for remote production facilities supporting 24/7 event services, enabling centralized management of all camera and player feeds from a single production location, and:

• Reviewed the client’s vendor landscape to advise the optimal solution and define future-state requirements and design aligned to vendor and partner relationships
• Designed and built the facility on an exceptionally tight schedule to support global esports production with low-latency signal transmission
• Applied innovative design methods to accelerate design and coordinate builds across multiple production facilities worldwide

Challenge: A national broadcast company wanted to evolve for the future and build a modern, integrated media operation. In its current state, reliance on hardware-based solutions and manual workarounds was hindering its ability to compete in the market. The client wanted to design an industry-leading media center that would drive operational excellence, scalability and innovation.

Solution: Deloitte served as the strategic collaborator to design, manage, and build a modern broadcast media operations center to deliver live content at scale with a cloud-first approach, drawing on multidisciplinary teams across:

• Business transformation: Defined the new operating model and core capabilities; guided the transformation
• Data and analytics: Defined the metadata taxonomy and design
• Core business operations: Applied experience in media workflows and cloud infrastructure
• Human capital: Designed the future organizational structure; supported the workforce transition
• Alliances and ecosystems: Leveraged cloud alliance and partner relationships to address execution challenges
• Real estate management: Managed contractors and designers to build the facility
• Cybersecurity: Mitigated cyber and content security risks
• Systems integration: Designed and built core infrastructure in the new facility

Challenge: A large national broadcast company wanted to redefine its legacy media operation and migrate its entire station portfolio (150+ stations across more than 75 broadcast markets) to cloud. In its current state, reliance on hardware-based solutions, siloed technology system design and manual processes was hindering its ability to compete. The company also wanted to centralize operations in new media hubs and design scalable, agile infrastructure to support future growth opportunities.

Solution: Deloitte served as the strategic collaborator to design, manage, and build the new media operations, enabling delivery of live content at scale through a cloud-first approach, including:

• Business transformation: Designed the program’s strategic roadmap, defined core capabilities, and guided the transformation
• Cloud infrastructure: Designed a cloud platform positioned to support new business models
• Media transformation: Applied deep experience in media workflows and process design across production, content management, content distribution, and rights and scheduling
• Vendor management: Led vendor selection and managed proofs of concept to test innovative features
• DevOps: Delivered and managed the redesigned DevOps structure and operating model
• Data and analytics: Defined the metadata taxonomy and designed the new customer master data management platform
• Cybersecurity: Implemented an approach to mitigate cyber and content security risks
• Human capital: Designed and supported the new organizational structure, workforce transition, and change management approach
• Facilities: Conducted site selection to determine future media operations locations

Challenge: A leading telecom operator aimed to improve customer and employee experiences in its consumer business by modernizing its CRM and digital engagement capabilities across marketing, sales, and services. With a complex technology landscape, the operator faced the following key challenges: 

• Inconsistent customer experience across channels
• Fragmented systems with limited end to end customer insight 
• High operational complexity and maintenance costs driven by disparate systems  

Solution: Deloitte, along with Salesforce supported the operator to:

• Deliver a more seamless omnichannel experience with more complete customer context
• Create a low friction capture and follow-up of sales opportunities through a unified sales workflow
• Improve coordination between contact center agents and retail representatives through a shared service workflow 
• Consolidate targeted marketing execution and measurement within a single platform 
• Provide a unified, real-time dashboard for reps, to enable more data driven interactions and significant targeted operational savings  

Client Impact:

• Improved customer service resolution with fewer repeat requests, reduced agent transfers and shorter handle times
• Introduced centralized knowledge management to accelerate issue resolution 
• Redesigned the Sales Buy flow journey and scaled it across 300+ retail stores, boosting customer engagement

Challenge: A US-based fiber broadband internet service provider was operating on a complex, custom-built end-to-end technology ecosystem that needed to:

• Decouple from legacy systems
• Disconnect from inflexible processes
• Reduce dependency on custom-built technology
• Enable strategic readiness for scalability
  
  

Solution: Deloitte worked collaboratively to execute a seven-phase strategy and implementation program to build the client's target technology ecosystem. 

Key activities:

• Defined the North Star vision and target-state user journeys through outside-in perspectives
• Assessed current-state processes and recommended a scalable, future-ready system, tools and processes ecosystem
• Designed future-state architecture to support growth and the ambition for technical independence
• Defined a clear transition roadmap and built the business case
• Facilitated vendor selection
• Defined architecture blueprints and requirements for a future-state ecosystem
• Implemented ticketing, enterprise resource planning (ERP) and talent technology ecosystems 
  
  

Client impact:

• Gained outside-in perspectives on its future state
• Inventory of current systems, tools and vendors
• Current- and target-state process diagrams and operating models
• Application disposition and capability mapping
• Transition roadmap and cost analysis
• Vendor selection criteria and ratings
• Future-state architecture
• Business requirements
• Technology stacks across ERP, internal ticketing and talent ecosystems

Challenge: A leading telecom operator managed 180 critical business applications across a large vendor ecosystem (13+ vendors, 52+ individual SOWs). Fragmented sourcing, inconsistent vendor metrics, and siloed application management led to value leakage and knowledge gaps between internal teams and vendors. 

As part of this engagement, company leaders were looking for: 

• Definition of an integrated technology roadmap, including infrastructure and technical operations 
• Alignment on a "source of truth" for operational and performance metrics 
• Standardized delivery methodology 
• Stakeholder engagement across business units and functions 
  

Solution: Deloitte introduced a unified portfolio through a consolidated two-partner model. Our work included:

• Robust application transition framework with quality benchmarks to mitigate risk and allow knowledge transition
• Flexible application development intake process that aligns with the delivery methodology
• Improving IT and customer experience, leveraging economies of scale and accelerating the creation of a global workforce
  

Client impact: 

• Established a results-management office for consistent governance
• Transitioned 180 apps from 13+ vendors to a two-partner model
• Developed and launched a streamlined and standardized application development intake process
• Implemented automated service-level agreements
• Activated a global workforce for cost efficiency
• Enhanced stakeholder engagement through unified governance

Challenge: A major telecom provider was looking for a collaborator that could accelerate the design, build and deployment of Google Cloud services (Dataproc, Dataflow, BigQuery, etc.) with the following goals: 

• Plan, design and build ingestion pipelines
• Establish robust data storage solutions
• Implement master data management
• Enhance data governance
• Develop an analytics platform to support corporate finance, workforce, sales, supply chain, customer billing and marketing
  
  

Solution: Deloitte was engaged to build an enterprise data platform for automated data management and near-real-time insights. We helped the client to: 

• Construct a roadmap and operational readiness assessment, including an inventory of all datasets and pipelines
• Collaborate with Google and the client to create the architecture and detailed design of end-to-end migration pipelines 
• Develop data platform components iteratively to migrate data from diverse IT systems (Hadoop, Teradata, Essbase, Oracle, S/4 HANA) to Google Cloud Platform cloud native services (Dataflow and BigQuery)
• Identify and prioritized new artificial intelligence and machine learning use cases 
• Conduct end-to-end integration tests and transition the solution to production

Client impact:

• Automated ingestion and integration of millions of transactions for real-time analytics and reporting
• Built a scalable, centralized platform supporting master data management and improved data governance

Challenge: A critical business unit of the network service provider faced increasing complexity in its sales and delivery model, needing to modernize Q2C execution due to:

• Fragmented lead-to-opportunity and Q2C processes across account management, opportunity management and downstream execution
• Manual handoffs and uneven system support increasing cycle times, rework and compliance risk
• The need to ensure upstream and downstream Q2C capabilities can scale with growing customer volume, complexity and regulatory requirements
  
  

Solution: 

• Delivered a targeted sector-specific Q2C transformation spanning discovery to future-state design
• Applied Deloitte’s Enterprise AI Navigator to identify and prioritize high-value, compliant AI-enabled decision points across the Q2C lifecycle
• Clarified system roles, integrations, and architectural guardrails supporting the target operating model
• Developed a prioritized, execution-ready roadmap to translate the target state into sequenced releases

Challenge: An auto manufacturer faced challenges of an evolving tech landscape and needed to modernize its billing and revenue platform due to: 

• Rapidly changing growth in connected services, and a constrained ability to support subscription-based recurring-revenue models
• Legacy gaps across modern infrastructure
• Enhanced compliance requirements
• Friction in the customer billing experience
• Upstream and downstream capabilities that would need to scale with future offerings
  
  

Solution:

• Delivered a comprehensive, phased transformation, from discovery to hypercare, in 11 months
• Implemented a modern subscription billing capability, leveraging Zuora accelerators
• Ran end-to-end billing and revenue process design workshops using industry-standard flows
• Stood up a lean transformation management office to orchestrate and track KPIs, milestones, risks and decisions