Case Studies

Mobile telecommunications network

Your organization's future, predicted with remarkable accuracy.

Situation:

A major European mobile network provider wants to protect its customer base in the face of diversified and increased competition.

Approach:

Aligned (1) customer experiences with (2) loyalty data and (3) process performance metrics to identify those process improvements that will maximize financial returns.

Change:

Based on CFI Group’s analysis, the client:

  • Developed and launched a new brand strategy
  • Restructured and simplified tariff plans
  • Implemented a new account management strategy for key business clients
  • Tied performance compensation to customer satisfaction targets for senior managers
  • Determined the financial value of improvements in customer satisfaction in terms of reduced customer turnover

Additional Benefits:

Due to CFI Group’s efforts, the client also:

  • Focused network improvements on areas identified as having the most leverage in retaining customers
  • Re-engineered customer service processes based on root cause identification of problems
  • Redesigned customer invoicing system to simplify statements and improve accuracy

 

 

Inside perspective:

"One of the unique findings with this program was that we identified cost cutting opportunities that actually drove increased satisfaction and loyalty.  When we started working with this client, they had far too many service options from which customers could choose.  By reducing the number of options and simplifying those that remained, sales costs were reduced, customer care costs were reduced, and customers became more satisfied as they could better understand their options and the value/benefits they received from the service."

- Dave Ham, Program Director