A European telecom company used BSC Designer to unify KPI and SLA governance across enterprise clients, transforming performance reporting into a strategic sales tool while improving consistency, accountability, and scalability.
About the Telecom Provider
The client is a leading B2B telecom and managed connectivity provider delivering network and data services to enterprise customers across Europe. With approximately 800 employees and an estimated $120 million in annual revenue, the company manages complex service-level agreements and increasingly views its SLA performance as a competitive advantage in corporate sales.
Project Scope and Key Stakeholders
The project focused on integrating KPI governance, SLA reporting, and strategic alignment into one structured scorecard framework. A stakeholder analysis identified the functions involved and their performance management needs.
- Enterprise Clients – Require reliable SLA reporting and transparent service quality indicators.
- Network Operations Center (NOC) – Monitors uptime, incident response, and service continuity.
- Service Delivery Management – Ensures provisioning timeliness, escalation control, and delivery quality.
- Customer Success & Account Teams – Use performance metrics to reinforce trust and support contract renewals.
- Engineering & Data Teams – Manage KPI formulas and data pipelines stored in Snowflake.
- Compliance & Regulatory – Require full audit trails and European data residency compliance.
Key Challenge – Replicating SLA Structure
The telecom provider recognized that manual SLA tracking and inconsistent KPI definitions limited scalability and visibility. The organization needed a unified scorecarding system to ensure consistency, accuracy, and governance across departments and clients.
Through discovery discussions, the telecom team described their evolution from SLA tracking to a performance governance approach capable of supporting business growth and customer engagement.
- Disparate KPI Definitions – Service teams applied different formulas and thresholds for similar SLAs.
- Fragmented Data Flow – KPI data in Snowflake was manually transferred into reports, creating duplication risks.
- Client-Specific Reports – Each enterprise client required customized SLA packs built from a common structure.
- Limited Auditability – Lacked versioning, traceability, and evidence management for regulatory reviews.
- European Data Residency – Needed to ensure all performance data remained within European jurisdictions.
As one of the project leads explained:
“We’ve moved from basic SLAs to tracking more than 100 KPIs. They’re stored in Snowflake, but we need a system that makes them visual, hierarchical, and auditable.”
In their effort to automate scorecarding, the team faced challenges maintaining consistency across client scorecards and establishing common standards for KPI structures and logic.
“We want to replicate SLA structures per client without manual maintenance — the same logic, different data.”
The company also aimed to position this enhanced SLA scorecarding approach as a strategic sales tool, demonstrating service reliability and operational transparency to new enterprise prospects during commercial negotiations.
Solution With BSC Designer
The strategy execution software was implemented to formalize KPI governance, automate SLA scorecard replication, and introduce governance controls, all while keeping Snowflake as the single data source. The solution provided a scalable foundation for operational reporting and client-facing performance communication.
- Structured Scorecards – KPIs organized under categories such as Network Reliability, Service Provisioning, and Customer Experience, each with defined owners and formulas.
- Integration With Snowflake – Automated synchronization using BSC Designer’s REST API and SQL connectors ensured that values updated directly from Snowflake.
- Audit & Evidence Management – Each update recorded author, timestamp, and justification, with attachments for SLA verification and client audits.
- Template Replication – A master SLA template propagated structure and logic changes across all client scorecards, reducing manual work and ensuring governance.
- Access Governance – Role-based permissions and historical versioning supported compliance and internal control policies.
Scorecard Architecture and Cascading Across Teams
The new scorecard architecture mirrored the client’s operational structure and included key performance indicators critical to telecom service delivery. BSC Designer’s cascading functionality connected corporate objectives with operational and client-level KPIs, supporting structured strategy implementation.
- Corporate Scorecard – Focused on overall service reliability, customer satisfaction, and profitability.
- Functional Scorecards – Covered Network Operations, Service Delivery, Customer Support, and Engineering.
- Client Scorecards – Dedicated to key enterprise clients (e.g., “ClientName – SLA Dashboard”), inheriting the structure from the corporate template but pulling client-specific data from Snowflake.
Typical KPIs tracked within client scorecards included:
- Network Availability (%)
- Mean Time to Repair (MTTR)
- Provisioning Timeliness (%)
- Incident Resolution Within SLA (%)
- Change Implementation Success (%)
- Customer Satisfaction (CSAT)
- Client Retention Rate
Together, these indicators provided both operational insight and a measurable narrative of service excellence that could be shared with clients.
Example naming convention: Corporate – Service Excellence → Operations – Fault & Incident → ClientName – SLA Report. This hierarchy improved ownership and allowed clear alignment between KPIs and strategic outcomes.
Building Internal Capability for SLA Governance
The company recognized that SLA performance was not just an operational measure but a strategic differentiator for enterprise sales. To strengthen this capability, they partnered with BSC Designer to conduct an onsite Strategy Implementation Workshop focused on integrating SLA governance with strategic selling. The initiative helped:
- Elevate SLA Governance – Transform SLA performance data into client-facing value statements.
- Enhance Strategic Sales – Equip commercial teams to use performance transparency as part of the sales dialogue.
- Develop Internal Capability – Build lasting expertise in cascading KPIs, governance, and scorecard standardization.
Data, Integration & Residency
The system design preserved Snowflake as the data backbone, while BSC Designer managed visualization, governance, and communication layers.
- Automated Data Updates – KPI formulas and actual values synchronized from Snowflake via secure API integration.
- Parameterized Queries – Monthly and client-specific refresh windows supported consistent, automated reporting.
- European Residency – All performance data processed within European data centers to meet regulatory and client requirements.
- Full Audit Trail – Versioned updates, comments, and attachments ensured accountability and traceability.
Risks to Strategy Execution
The project identified several risks that could affect effective KPI governance and strategic use of performance data.
- Inconsistent KPI Definitions – Prevented through centralized templates and standardized formulas.
- Data Synchronization Delays – Addressed through automated Snowflake integration and scheduled refreshes.
- Regulatory Non-Compliance – Mitigated by maintaining data residency and auditability within European jurisdictions.
- KPIs Remaining Purely Operational – Risk that KPIs would stay as internal measurements rather than supporting strategic sales; mitigated through onsite workshops and ongoing consultancy by the BSC Designer team.
Results Achieved To Date
After the first phase of implementation, the telecom provider achieved stronger governance, faster reporting, and higher confidence in SLA data presented to clients. The initiative improved overall performance measurement maturity across the organization.
- Rapid Client Scorecard Deployment – New client SLA dashboards generated from templates within hours.
- Audit-Ready Reporting – Full traceability of KPI updates, evidence, and commentary for compliance and client assurance.
- Consistent Governance Model – Unified structure across departments while retaining Snowflake as the system of record.
- Sales Enablement – SLA performance became a core part of enterprise sales proposals and client reviews.
How To Create SLA Scorecard Templates?
To summarize, here are the key practices that help organizations unify KPI governance and replicate SLA reporting effectively across multiple clients.
- Standardize KPI Logic First – Align definitions, thresholds, and formulas before replication to avoid rework and inconsistent performance narratives.
- Separate Data Layer From Governance – Maintain a single data source (e.g., Snowflake), while using a dedicated scorecard platform to handle ownership, audit trails, and version control.
- Use Template-Based Scorecards – Create master SLA structures that cascade to client or functional scorecards to ensure consistency while allowing data-level customization.
- Apply Cascading With Clear Accountability – Assign KPI owners at each scorecard level to ensure updates, interpretation, and communication are active and meaningful.
- Use BSC Designer For Scorecard Governance – The platform supports standardized templates, cascading, evidence tracking, and API-based data synchronization needed to operationalize this model at scale.
BSC Designer is strategy execution software that enhances strategy formulation and execution through KPIs, strategy maps, and dashboards. Our proprietary strategy implementation system guides companies in practical application of strategic planning.