Customer Care Strategy

Telecom service provider faced a problem of non-optimal solutions in the area of customer care with limited range of differentiation. Roland Berger Strategy Consultants supported its reorganization.

In the first phase of the project we performed a thorough AS-IS analysis. Numerous interviews with our client's employees were conducted in order to acquire the knowledge on the details of customer care functioning. The analysis included among others organizational structure, processes, KPIs and current initiatives.

In the second phase a comparative analysis with other European telecom service providers was conducted. The aim was to identify the best practices and trends in the area of customer care.

The result of internal analysis and international benchmarking was a basis for recommending strategy that responded to our client's needs and, at the same time, was in line with market trends.

Development of operational model according to the new strategy was the last phase of the project. The main aim was to increase customer care effectiveness through optimization and utilizing synergies.

As a result of the project new customer care strategy and operational model were developed along with implementation plan.