Challenge
Our client has undertaken a transformation of its operational organization to place the customer at the heart of network technical activities— a major challenge for today’s operators. Their objectives: to establish a sustainable framework that enhances responsiveness in detecting quality declines and implementing corrective actions to ensure customer satisfaction.
Methodology
Sofrecom supported this transformation by deploying its CXM methodology. We conducted an audit of the existing organization, assessed staff competencies, and then prioritized and planned the action plan across multiple areas (organization, training, recruitment, tools, business processes, governance). Ultimately, we implemented the adapted organization and evaluated its impact on operational efficiency.
Results
The coherence between different layers (customers, services, infrastructures) is now ensured, providing an end-to-end view of quality and customer experience. The efficiency of problem detection has improved, particularly in preventive measures, and incident resolution times have been reduced. OPEX has been optimized through the rationalization of operational efforts.
