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| Incumbent telco customer strategy |
Context / Scope of project
This national leading telecom was consistently profitable, but each year competitors gained more market share in their most profitable areas. To mitigate this, the client asked us to help further develop, detail and implement a new strategy in one of their most profitable and vulnerable areas.
Client achieved:
- An increase of almost 8% in achievable new revenue targets. To bring this in perspective the client’s revenue targets had historically been declining by more than 10% per year
- A decrease in key supplier SLAs from 3 days to 3 hours, estimated to significantly further improve customer satisfaction
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What we did:
- Redesigned ‘who should do what’ which included eliminating several unnecessary tasks and modifying/adding several new tasks to win more customers. This led to more and more profitable initial sales to customers and was predicted to lead to greater customer retention
- Redesigned and implemented a totally new organisation structure to align the organisation to new customer needs. This work included changing out approximately 50% of the personnel around the country
- Redesigned the performance management system from GM to customer-facing worker. Work included developing new KPIs as well as designing and installing a new incentive plan, to support and incentivise a new way of working
- Reworked the client’s segmentation of their customers to maximise profit per potential customer
- Closed one office and opened new offices to relocate where the clients were
- Redesigned how to work with key suppliers, including optimising routing and controlling of incoming work and calls
- Developed a Value Driver Tree for the whole area to show the leadership where money was gained and point out key improvement areas
- Established Results Action Review (RAR) meetings from GM down to front-line which:
- Increased effective working hours by focusing on role performance
- Minimised non-prioritised work and thus created a more focused and effective organisation
- Increased the number of customer face to face interactions (a key driver for the client to increase revenue)
- Developed an improvement idea pipeline for the client to continue to install themselves.
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