In a constantly evolving market, telecom operators must anticipate their customers' needs and adjust their offerings accordingly. Sofrecom, with its expertise in quantitative and statistical studies, recently supported an international operator in a major project. This article details the mission, the methodology employed, and the client benefits achieved through this support.
Project objectives
Sofrecom was tasked with assisting an international operator in conducting quantitative studies, including experiments, surveys, and concept tests. The primary goal was to provide precise and actionable insights before the commercial launch of new products and services.
The project, which spanned 2.5 years, involved a team of consultants in Marketing Strategy and Marketing Intelligence and required close collaboration with the operator’s marketing teams.
The methodology adopted by our experts
The methodology adopted by Sofrecom for this project was structured in stages to ensure reliable and actionable results:
1. Framing study projects with marketing teams
- Initial diagnosis: Understanding the operator's specific needs and defining the objectives of each study.
- Planning: Developing a detailed project plan, including necessary resources, deadlines, and expected deliverables.
2. Drafting and administering questionnaires
- Questionnaire design: Drafting online questionnaires tailored to the objectives of each study, using specialized tools such as Sphinx, Net Survey, and Ethnos.
- Online administration: Distributing the questionnaires via the website, an online community of 50,000 customers, and 20,000 employees.
3. Processing and analyzing results
- Data collection: Aggregating participant responses and verifying the quality of the collected data.
- Statistical analysis: Using tools like Excel and statistical software to analyze the data and identify key trends and insights.
4. Presenting results and operational recommendations
- Results presentation: Creating detailed reports and PowerPoint presentations to share the results with the marketing teams.
- Recommendations: Formulating operational recommendations based on the obtained insights to help the operator make informed decisions.
Benefits obtained from these studies
Sofrecom's support brought numerous benefits, including:
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Precision and reliability of insights :Thanks to a rigorous methodology and the use of specialized tools, the studies provided precise and reliable data, allowing the operator to better understand customer expectations and behaviors.
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Anticipating customer needs : The quantitative studies identified emerging trends and future customer needs, giving the operator a competitive advantage by anticipating market demands.
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Optimizing products and services : Operational recommendations based on study results helped the operator adjust and optimize its products and services before their commercial launch, reducing the risk of failure and increasing the chances of success.
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Saving time and resources : By outsourcing quantitative studies to Sofrecom, the operator could focus on its core activities while benefiting from the expertise of a specialized team, leading to time savings and more efficient use of internal resources.
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Improving customer satisfaction: By better meeting customer expectations thanks to the insights obtained, the operator could improve customer satisfaction and loyalty, contributing to sustainable business growth.
Conclusion
The various insights and study results provided by Sofrecom’s consultants enabled the operator to make informed decisions and better meet customer expectations.
