Telecom
A leading telecom company faced significant threat from an aggressive competitor in the space of customer acquisition. The leadership team was convinced that they required a mindset shift in favour of innovative products lines, differential service delivery and enhanced team effectiveness.
The client, a global telecommunications leader renowned for exceptional customer service, had built a strong reputation in the market for its commitment to customer centricity and reliability. The company was headquartered out of India, a country experiencing a telecom revolution driven by aggressive price competition. The market was rapidly shifting, leading to significant customer attrition that impacted even their loyal customer base; a serious concern for the organization. Recognizing that a price war was unsustainable, the client realized there was a need to pivot strategically to stay relevant. While their legacy and international footprint provided a competitive edge, adapting to this new environment required a swift response. This called for enhanced agility, innovative approaches, empowerment at all organizational levels, and a re-engineering of their service delivery framework.