It has become more common in developing markets to privatise telcos. This process poses significant challenges. The telco must improve performance, introduce the concept of KPIs, restructure organisation, improve employee morale, work with unions, acquire new funding, increase customer satisfaction.
Challenge:
A fixed line incumbent in EMEA went through privatisation, also seeking to expand its business.
Solution:
BT Telconsult was responsible for the implementation of the recommendations after conducting a detailed audit. BT consultants and senior interim managers provided dedicated support to offer a smoother transition from state to public with a different approach to transformation. Testament to the importance of their role, they also sat at client's management team as advisors. To assist this transformation, BT also provided subject matter experts in technical design, operation, processes, human resource, change management, project management, and business solution
Benefit:
BT Telconsult helped drive requirements, evaluate technologies, and procure a CRM platform to enable, the client for the first time, to build a corporate sales pipeline and manage resources more effectively. We defined the go-to-market strategy for the retail consumer channel, and drove through a complex project to realise the strategy in over 1200 retail outlets. We were able to demonstrate the value of best practice project management, processes and procedures. The operator was able to offer highly complex product offerings and still meet customer targets and avoid severe financial penalties on a number of regulated projects.
