We helped the cable provider create a cohesive national plan for sales expansion and drive the implementation throughout the customer care organization. During the engagement, we helped:
- Create a cohesive strategy, align business leadership, and develop an implementation roadmap. Working with business sponsors and leaders, we helped clearly articulate the strategy and goals of the program and engaged key stakeholders whose buy-in was critical to success. In partnership with leadership, we developed an execution roadmap which enabled business alignment and measurement of progress.
- Lead and support implementation activities. Collaborating with call center leadership, we helped uncover concerns, risks, and issues, and execute mitigation activities.
- Expand reporting capabilities. We worked with channel leaders to determine methods to capture and centralize data to measure the impacts of channel expansion on sales and revenue. The new reporting system provided a consolidated visibility of outcomes that helped achieve adoption and further buy-in.