Client: A Telecom Company located in the Middle East (OPCO from a Leading global Telcom. Company).
Service Provided: Process RE-engineering and Optimization.
Outcome: Informed frontliners, Higher Customer Satisfaction and Increased conversion rates.

The challenge:
Our client is a leading global Middle Eastern Telco. Company is part of a global Telecom giant, and the overwhelming competition in the telecom market puts extensive pressure on ARPU which subsequently emphasizes the products and network utilization. The marketing department and sales are having back-to-back product development and campaigns which lead to overlapping information and a mixed target audience. The client is facing a challenge that contact center agents and retail agents are not following the fast-paced information flow and not all contact channels are not well informed about campaigns and products initiated; which leads to lower inaccurate and outdated information which lowers customer satisfaction and sales for such new products or newly launched campaigns. Identifying the size of the challenge retail sales agent said during the diagnosis interview “Customers are educating us about our campaigns before having the briefing information from our intranet.”

QualiValue Solution: Apply a comprehensive review, illustration, mapping, and re-engineering of product development and/or campaign lifecycle process:

• Diagnosis:
  • The marketing department has initiated an approved plan for products and campaigns, these were shared with customer contact channels management as FYI and were not shared to have their inputs, accordingly, the objectives were not met since the consumer department (customer contact channels) has no input of when and how to launch such products and/or campaigns.

• Solution Implemented:
  • Process Mapping:
    • A meticulous review and illustration of product development and campaigns’ communication process (LV.1 and LV.2), to identify gaps and areas of improvement.
    • Establish, illustrate and review the as-is process (LV.3).

• • Process RE-engineering:
    • Recommend & implement a newly improved detailed process (Lv.3) including all concerned parties from Marketing, Marcom, and consumer contact channel management.
    • SLA Establishment: to control ongoing accountability between involved. departments.

• • Omnichannel readiness:
    • A final recommendation has been provided to the client to initiate SOPS for Marketing and customer contact channel management to be ready for Omnichannel implementation.
• The Impact:
  • Pilot testing has taken place in a small campaign and has shown successful results including a decrease in customer wait time, an increase in response rate by 30%, and a conversion rate by 15% compared to similar campaigns.
  • Generalize the proposed solution for the global group of companies related to this leading Telecom. Company.