Challenge: Integrating fixed, mobile, and Internet services to optimize customer relations
As part of integrating the entities managing fixed, mobile, and Internet activities, our client aimed to refocus regional operations on customer value and the efficiency of customer relations. The underlying challenge was to build a regional organization aligned with this strategy.
Methodology: Analysis, scenarios, and action plan
We analyzed our client’s organization through three lenses: customer experience, people/management, and organization/governance. Based on this analysis, we proposed regional organizational scenarios defining the role of a regional director in coordinating decision-making and implementation between central policies and diverse local realities. The selected scenario was then translated into operational projects for implementation.
Result: Optimized regional organization
This project defined a new regional organization focused on customer experience, enhancing customer proximity and the role of regional entities within the company’s global strategy. For successful implementation, the new organization was supported by a detailed transformation strategy, a clear framework of roles and responsibilities for entities and staff, recommendations for process improvements, and a skills assessment and development program.
