Results Story: Delivered full customer-led company transformation in private equity context for National Telco Provider

Customer: National Telco Provider

Starting Point & Challenge

National telecommunications provider in Western Europe, faced significant competitive and operational challenges.
Market Disruption: Competitors launched aggressive pricing and service improvements, leading to rising churn rates and revenue pressure.
Customer Experience Gaps: NPS scores were declining, with high customer complaints about service quality, network performance, and pricing complexity.
Operational Inefficiencies: Customer service was highly outsourced, brand positioning was unclear, and product offerings were overly complex.
Employee Engagement Issues: Low employee satisfaction and limited cross-functional collaboration hindered execution.

To address these challenges, a multi-year transformation program was designed and executed in three phases:

Rebuilding Fundamentals (Year 0-2)

Redesigned corporate mission, brand values, and operating principles with a focus on customer orientation.
Simplified and repositioned the product portfolio, launching customer-friendly mobile and home offerings.
Overhauled network infrastructure, including a vendor transition and new transmission technology deployment for all customers.

Business Transformation (Year 2-3)

Launched a company-wide NPS program, embedding customer feedback in daily operations.
Redesigned customer service operations, improving outsourcing models and agent training.
Strengthened digital channels and self-service options to enhance customer interactions.
Improved employee engagement through leadership changes and capability-building initiatives.

Sustained Growth & Continuous Improvement (Year 3+)

Digital transformation initiatives streamlined customer journeys, reducing complexity.
Introduced customer-first pricing models, including a successful new value proposition.
Strengthened the brand with strategic marketing efforts, including Roger Federer as an ambassador.

Results Achieved

Short-Term (3-6 months)
Redesigned core product offerings, simplifying pricing and increasing customer transparency.
Established NPS as a core performance metric, driving early improvements in service quality.
Mid-Term (6-12 months)
+50-point increase in NPS across key customer touchpoints (shops, contact centers, digital).
Call center abandonment rate reduced by 11%, improving issue resolution.
Churn rate reduced by up to 32%, stabilizing customer retention.
Long-Term (12+ months)
Telco outperformed competitors in network quality and customer service rankings.
Achieved a successful IPO in Year 2, based on the strength of the transformation.
Continued revenue growth and brand leadership in the national telecom market.

This transformation positioned the client as a true customer-centric challenger in the market, delivering sustained business success.

Type of Engagement

PROGRAM MANAGEMENT
Testimonial