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CLIENT CASE STUDY


European Telco: Sales and service harmonization for competitive advantage

Strategic support to help harmonize sales and service capabilities

Overview


Accenture Strategy provided support to help a European telco harmonize its sales and service capabilities. The team’s involvement, which ranged from program management coaching to the development of program management methods and operating models, helped the client create a sales and service environment characterized by simpler, faster and more efficient processes and systems. Leveraging Change Tracking—a proprietary, analytics-based system that combines scientific models and vast quantities of benchmark data to manage and measure change—allowed company personnel to embrace and carry out the changes that the transformation required.

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Opportunity

Recently, a European telecommunications company launched a comprehensive business transformation program aimed at improving service and efficiencies. As part of this effort, the company wanted to harmonize the sales and service processes and systems. After completing the first phase of this transformation, the company recognized a lack of program management skills needed to effectively plan, design and execute the consolidation. Accenture Strategy was engaged to help the telecommunication company bring its strategic vision to life.

Outcomes

Accenture mobilized a team of business strategy specialists to help the client achieve the goals of its sales and service transformation program. In addition to coaching the telco’s program manager, Accenture:

  • Developed methods and standards for the client’s Transformation Planning & Project Management Office.

  • Consolidated and standardized sales-to-activation (S2A) operating and process models.

  • Implemented organization change approaches encompassing stakeholder management, communication and change measurement.

Importantly, the team also used Accenture Change Tracking—a proprietary, analytics-based system that combines scientific models and vast quantities of benchmark data to manage and measure change—to assess the willingness and abilities of the client’s sales/service personnel to embrace and carry out the changes that the transformation required.

Today, the client enjoys simpler, faster, more efficient and more engaging sales and service processes and systems. The uniform capabilities, along with new digital features, have translated into higher levels of digital sales, digital service, self-service installations and product automation. The transformation has also allowed the company to reduce costs associated with new-product campaigns.

Using Accenture Change Tracking, an Accenture team analyzed data from 550 client employees involved in the transformation and compared those results with 750,000 individual responses from organizations representing experiences from multiple types of change programs. With insights into the employees’ understanding of—and commitment to—the transformation goals, the project manager was able to identify the most important actions needed to keep employees engaged and the transformation on track.