Develop an integrated process for us—Telfort, a mobile telecom operator recently acquired by O2—that helps us improve campaign effectiveness and provides better information to leads, customers, Customer Service, and Marketing, enabling the development of relevant follow-up actions.
Execution
- Assessment and analysis: Conducted numerous one-on-one interviews to gain a clear understanding of the existing fragmented process. This provided the foundation for developing the first version of the integrated end-to-end process, which included communication between stakeholders.
- Integrated process design: Translated these insights into a concept flow of an integrated end-to-end process. This concept was tested with all interviewed stakeholders. After several iterations, it resulted in a finalized process flow.
Results
- A fully integrated end-to-end process across all departments—Procurement, Product Engineering, Marketing, Sales, and Customer Service—with clearly defined roles and responsibilities.
- A solid foundation for effectively managing campaign performance (related to device subsidies).
- Significantly improved customer experience.