Client Success Story, Global Telecommunications Company - UK

Entering a new market space globally

Our client is a global telecommunications service provider helping multi-site corporate customers master the complexity of business communications. The company launched a new solution based, service oriented ICT company, providing global outreach and a seamless international service.
Through the creation of this new business model, brand promise and product range, our client aimed to re-create itself and enter a new market space. The challenge for TMI was to help our client identify and embed a set of new service values, and on-brand behaviors across the world to create a consistent branded customer experience, assist to unify the new organization, and drive down costs.

What was delivered:

  • We worked in partnership with our client to design, write and document an engagement workshop to help make the new brand values become the ‘lifeblood’ of the company
  • We assisted our client to recruit, assess, develop and accredit a pool of 250 internal facilitators to roll-out the workshop all over the world in local languages
  • We designed and developed a Performance Management workshop and methodology with other external agencies to reinforce the service values and behaviors to become business as usual
  • We designed and delivered a one-day customer service training program, aligning the global attitudes and behaviors towards providing simple and complete customer interactions that maximize the potential of customer spend; the program was attended by over 21,000 employees worldwide
  • We took care of all project management and administration of global delegate and venue requirements 

What has been achieved:

  • Increased customer satisfaction percentiles of more than 20% above the industry standard
  • Increase in overall revenue, which means this new venture contributes well over 60% of the Group’s revenue, becoming the largest operational unit in the Group
  • Winning multiple customer service Telemark Gold Awards for their new IP services.