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Case Study

Business challenge

Our client was suffering from low customer advocacy and poor profit margins.

A large telco player was experiencing high customer churn due to a poor link between customer needs and field staff, such as faulty network nodes. Inefficient call centre processes hindered scheduled network maintenance truck‑rolls, static dispatch and customer schedule confirmation for truck‑rolls.

In addition to low customer satisfaction, this also was driving high costs due to unnecessary activities and high labour intensity.

Business impact

0%

to increase to Net Promoter Score

0%

in EBITDA margin improvement from customer journey and service process simplification

Build zero‑based ('clean sheet') design of customer experience through customer focus groups and journeys to 'future proof' (digitally‑enabled customer experience processes) and remove legacy processes

Install PMO to manage the customer experience transformation and realise full benefits

Key Takeaway

The installation of the PMO was key to our success as it:

Ensured the translation of new processes into transformation initiatives
Drove timely implementation of the customer experience transformation

Digital Transformation