Customer case

Supporting digital transformation

Fri 17 Sep 2021

Digital audit maturity for an international operator

Challenges

An international operator has embarked on an internal transformation project and put in place the necessary conditions to:

  • Achieve its business growth and development ambitions,
  • Improve operational efficiency and facilitate organizational changes
  • Enable a better customer experience and satisfaction

He called upon Sofrecom to carry out a digital maturity audit.

Methodology

To measure this digital maturity, our digital marketing experts used the TM Forum's Digital Maturity Model (DMM). The objective was to propose a roadmap and a target to reach in terms of digitalization.

63 people were interviewed in 9 group and individual sessions. 30 respondent profiles were defined according to division and managerial level.

The analysis conducted was structured around 3 key areas:

1/ Digitalization of the order taking process

2/ Data: implementation of a customer repository

3/ Digital organization and governance

Result

This digital maturity audit identified areas for improvement in terms of digital strategy with a list of recommendations and actions to:

  • Reduce manual tasks to reduce the risk of making errors
  • Have an industrialized catalog to facilitate sales
  • Build a complete and detailed vision of customers / suppliers / resellers and have a customer model that integrates all the information needed by the business.
  • Clarify roles and responsibilities. An adjustment of the roles was thus proposed.