The telecommunications market is constantly faced with intense competition. Implementing an unparalleled customer experience allows companies to stand out from their competitors and enhance customer loyalty. We supported an international operator in improving its customer experience while strengthening its operational efficiency.
Customer need: stand out through customer relationship excellence
The customer's expressed needs included:
- Strengthening the skills of its customer relationship teams.
- Developing a personalized and value-generating customer approach.
- Improving customer experience while increasing commercial performance.
- Creating an internal dynamic around customer satisfaction by enhancing managerial support.
Their ambition was to train all employees and managers across the group and in key subsidiaries, while marketing a proprietary sales approach to establish a sustainable culture of excellence.
A Tailored collaborative approach implemented
To address these challenges, we mobilized our experts in customer experience and customer relationship management. They proposed a step-by-step support plan based on a precise analysis of the client’s context and active listening to its teams:
1. Field immersion and co-construction: understanding local specifics, team expectations, and end customer needs. This step allowed for the adaptation of training content and tools to operational realities.
2. Training and team support: a personalized training program was proposed, including:
- Pilot sessions: an initial training session was organized to validate pedagogical approaches and content.
- Targeted training: specific sessions were designed for managers and employees, featuring a common foundation and a managerial support module.
- Skill transfer: the goal was to empower local teams to autonomously deploy future training and field support.
3. Capitalization and monitoring:
- Practical workshops: over 10 workshops were conducted to observe field practices and co-create tools and skill development plans.
- Creation of training materials: two training books (for managers and employees) were developed to sustain the acquired knowledge.
- Post-training support: field visits and weekly workshops were scheduled to reinforce knowledge and adjust practices.
4. Impact measurement and perspectives:
- Continuous evaluation: assessment quizzes and customer satisfaction surveys were implemented to measure the concrete impacts of the initiative.
- Community creation: a dedicated community was envisioned to sustain the initiative over the long term.
Benefits achieved by the customer
Thanks to Sofrecom's support, the operator was able to:
- Strengthen internal skills: managers and employees received training, achieving high satisfaction scores of 9.5/10 for employees and 9.4/10 for managers.
- Improve Customer Experience: a personalized approach focused on customer needs was established, enhancing loyalty and satisfaction.
- Increase economic performance: the initiative generated additional revenue through comprehensive and tailored proposals.
- Create a sustainable dynamic: the autonomy of local teams and the establishment of a dedicated community ensure the longevity of the initiative.
The support we provided perfectly illustrates how a collaborative and tailored approach can transform challenges into opportunities. By strengthening the skills of its teams and fostering a culture of excellence, our client not only improved customer experience but also optimized its commercial performance.
The results achieved reflect the positive impact of a customer-centric approach: high satisfaction levels, increased loyalty, and a sustainable internal dynamic. By investing in training and empowering its teams, this operator has positioned itself as a market leader, ready to face future challenges.
We believe that every company can benefit from such transformation. Together, let’s build an unparalleled customer experience that will allow you to stand out and thrive in a competitive environment.
Sofrecom's expertise
In this project, Sofrecom mobilized a wide range of skills and expertise:
- Digital and Organizational Transformation.
- Training and Skill Enhancement for Teams.
- Improvement of Customer Experience.
- Development of Tailored Solutions Adapted to Local Contexts.
- Strategic and Operational Support.
