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.
to increase to Net Promoter Score
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
The installation of the PMO was key to our success as it: