The team are highly experienced in the mobile telecommunications industry,
although this track record readily transcends into related service industries.
Direct experience ranges from the mobile boom of the mid-1990’s
and the scramble for customer acquisitions, through the drive to retain
customers and deliver service excellence, through to the absolute need
to minimise cost and differentiate through products and services as the
Actualise have executive level experience within blue chip mobile telecoms
organisations, within which proven track records of successfully making
change happen within such environments are proven.
Assignments undertaken to date include:
- Business Readiness for major acquisition integration programme. This
programme successfully integrated of people, systems and business processes
for 1.8M customers – and the quality of business readiness and
resulting customer experience delivered was acknowledged as being of
the highest possible quality. This achievement was particularly poignant,
in that it was the largest customer integration programme undertaken
in the UK, in the context of several, far smaller unsuccessful programmes.
- Major IS programme delivery Siebel / Geneva design and implementation.
Specifically responsible for the design and delivery of all system interfaces
with the new CRM and billing platform and for overall Business Readiness.
- Design and delivery of contact centre call reduction programmes, covering
customer self service initiatives (predominantly through the web and
- Accountable for the successful launch of products and propositions
into Consumer Operations, covering customer experience delivery, capacity
planning, training and integration into business change programme plans
- Supply chain management performance transformation. Customer excellence
was delivered whilst delivering £M’s of cost savings through
process and performance management transformation.
- Full automation of end to end credit checking and customer connection
processes. Process automation transformed Customer connection quality
and capacity enabling Singlepoint to lead the industry in customer acquisition