Situation
Telfort, that was rebranded O2 throughout a short period, was – just like any other mobile telco – an absence of customer loyalty due to the high subsidies granted on the devices coming with a subscription. Reason to embrace a CRM strategy.
Achievements
A fully integrated end-to-end business process
In order to provide customers with a consistent brand experience throughout the entire pre- and post-purchase customer journey, I designed an integrated business process ensuring all departments working flawlessly together. From Procurement, Product Engineering, Marketing, Sales all the way to Customer Services.