Client Successes

Creating a Roadmap to Take Customer Care to the Next Level

Mobile Wireless Provider

Challenge

Most executives know the tactics available for improving Customer Care while at the same time reducing the cost to serve. What they are often missing is the time and data necessary to prioritize these tactics and create a long-term program that will create real change. That is exactly what Customer Value Partners (CVP) did for a mobile wireless customer. The company was in the process of defining its role in the wireless marketplace by delivering high levels of customer service to traditionally underserved markets while doubling its subscriber base and geographic footprint in 2006. As part of this company-wide transformation, the new SVP for marketing and customer care required a comprehensive 24-month Customer Care Roadmap to ensure that the Care group could deliver the promised experience without increasing budget.

Approach and Results

CVP looked across the various contact channels including the IVR system, the outsourced contact centers, and the Web. The team examined opportunities related to the following tracks: Customer Experience, Organization, Technology, Operations, and Marketing. CVP delivered a comprehensive 24-month Customer Care Roadmap which funded itself through operating efficiencies in sourcing and process optimization. This roadmap identified five prioritized projects to be undertaken and reorganized the Customer Care and marketing organization.

Upon approval by the CEO and CMO, CVP was engaged to assist the customer in executing the roadmap and continued on to lead the program office that managed the various change initiatives.