Actualise - Making Change Happen
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Energy Management Service Sector Consultancy
Mobile Telecommunications

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 market consolidated.

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 IVR channels),
  • 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 market share.