For a telecom operator, finding the recipe to maintain or even improve customer relationship excellence while optimizing resources is essential. In this context, we supported an international operator in addressing this challenge. Their goal was to transform their operational model for managing customer relationships while ensuring optimal satisfaction for both customers and employees.
The need: transforming the operational model
Faced with increasing competitiveness and efficiency challenges, the company aimed to:
- Optimize costs while maintaining impeccable service quality.
- Harmonize the skills and know-how of its employees.
- Centralize customer management to ensure optimal service continuity.
- Eliminate geographical barriers between teams for better workload distribution.
- Ensure customer satisfaction while prioritizing employee well-being.
This project required a structured and collaborative approach to model processes, anticipate operational loads, and monitor performance indicators.
Sofrecom's methodology: tailored support
Sofrecom mobilized its experts to assist the client at every stage of this transformation:
- Analysis and in-depth diagnosis: we conducted a detailed assessment of existing processes, operational loads, and performance indicators. This phase identified optimization levers and potential synergies between different entities.
- Definition of transformation scenarios: in collaboration with the client's teams, we developed scenarios for resource and skill centralization. These scenarios were modeled to anticipate operational impacts and ensure a smooth transition.
- Implementation of centralization: eight centralized hubs were deployed, with rigorous monitoring of the centralization steps. This organization allowed for better workload distribution and enhanced collaboration among customer advisors.
- Monitoring and performance indicators: we established monitoring tools, such as an SMS weather report, to measure hub performance and adjust actions in real-time. Deployment committees and exchange circles among different communities (France, Mauritius, Madagascar) were also facilitated.
- Employee support: the integration and well-being of employees were at the heart of our approach. We organized inclusion workshops, surveys, and feedback sessions to ensure collective buy-in for the project.
- Documentation and sharing best practices: Sofrecom developed practical guides for customer advisors and operational managers to sustain achievements and promote continuous skill development.
Concrete benefits for the customer
The solutions provided and the operational model implemented addressed the challenges and generated concrete, measurable results:
- Cost pptimization: achieved through resource centralization.
- Improved customer satisfaction: with enhanced service continuity.
- Enhanced employee experience: resulting from better workload distribution and tailored support mechanisms.
- Harmonization of practices: leading to skill enhancement among teams.
- Creation of synergies: between different entities, fostering increased collaboration.
- Precise performance monitoring: allowing for real-time adjustments to ensure operational excellence.
In conclusion, supporting the telecom operator in transforming its operational model led to significant and measurable results. Through a structured and collaborative approach, the company successfully optimized costs while improving customer satisfaction and employee well-being. Resource centralization and practice harmonization facilitated optimal service continuity and strengthened team cohesion. The monitoring tools implemented ensure sustainable operational excellence, allowing the operator to remain competitive in a constantly evolving market. This project illustrates the importance of a thoughtful and tailored transformation to address contemporary customer relationship challenges.
Sofrecom's Expertise
In this project, Sofrecom mobilized several areas of expertise:
- Customer relationship: management of sales channels and customer relations.
- Organizational transformation: design and deployment of innovative operational models.
- Project management: rigorous and methodical oversight of complex projects.
- Process optimization: analysis and modeling of operational loads.
- Change management: integration and well-being of employees.
- Performance monitoring: establishment of indicators and management tools.
- Sharing best practices: creation of guides and documentation to sustain achievements.
