Project context
Transformation of a Telco portfolio into a technology-agnostic offering
Key areas
Customer Journey Design, Process Harmonisation, Roll-out Management, Testing, Quality Assurance
The role of grünlicht
Project management for all customer-relevant processes and management of the transition
Starting situation
A leading telecommunications provider faced the challenge of fundamentally transforming its existing product portfolio. In the future, customers should no longer perceive any differences between the underlying technologies such as DSL, fibre optic, cable or wireless. The focus should exclusively be on performance features and service quality.
The challenge lay in aligning internal service and installation processes, customer journeys, and the entire organisation so that customers have a consistent experience regardless of the technology used.
Our Approach
grünlicht took charge of project management for all customer-related processes and ensured that the transition went smoothly.
Key services included:
- Project management and control: overall responsibility for service and installation processes
- Customer Journey Design: Conducting numerous workshops with specialist departments and developing an end-to-end journey.
- Stakeholder Management: Close coordination with Sales, Technical, Service, Works Council and Management
- Process Design and Adaptation: Harmonising workflows to ensure technology changes are seamless for customers
- Active participation in project streams: Contributing extensive Telco market experience to design and decision-making processes
- Communication and Change Management: Developing a Communication Strategy for Internal Teams and External Partners
- Roll-Out Management: Managing the market launch and ensuring the transition across all service channels
- Testing and Quality Assurance: Conducting test runs, pilot phases, and adjustments before go-live
Measures in detail
A central building block was the workshops with all relevant stakeholders from service, technology, sales, and installation. Based on this, standardised service promises were defined that apply independently of the technology used.
In parallel, customer service employees and installation partners received targeted training to confidently implement the new logic in their daily work.
The roll-out was accompanied by several phases and supported by escalation case management. Simultaneously, a monitoring set-up was established with KPIs for customer satisfaction, installation speed, and first-time fix rate.
In addition, sustainable process adjustments were documented and handed over to the production line to ensure continuous improvement even after the launch.
Results
- In Time Launch: The technology-agnostic portfolio was launched on the market as planned
- Seamless customer experience: Customers no longer perceive a difference between the technologies used today
- Service quality improved: Customer satisfaction increased significantly in the first six months after launch due to optimised processes.
- Efficiency gains: Harmonised processes reduced internal friction losses and increased installation speed
- Strong internal collaboration: Stakeholders felt involved, which increased project acceptance
- Future-proofing: the portfolio can be flexibly expanded and adapted to new technologies
Key Learnings
- A clear customer journey ensures a consistent customer experience across all channels.
- Stakeholder management is a critical success factor for highly complex projects.
- Process and change management ensure the sustainability of success beyond the rollout.