Case study

Case Study

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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


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

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
LeftDigital Transformation
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