CASE STUDIES

Profitable Pre-Pay
THE PROBLEM:
One of South East Asia's strongest mobile telecommunications brands had delayed introducing pre-pay mobile services after local competitors appeared to have damaged their overall portfolio. Pre-pay had grown at the expense of more profitable postpaid services. They needed to avoid falling into the same trap.

THE SOLUTION:
We established a non-cannibalizing proposition and launched the service within six months of kick-off.

THE RESULT:
The company overtook its rivals to be the number one operator in its national market - number one brand, number one in market share for pre-pay as well as postpaid services - and it enhanced its overall profitability and cash flows.

Card Sharps
THE PROBLEM:
A leading telephone calling card business in Europe was unable to grow because of a poor product fulfilment process. Delivery of cards took on average five weeks, and in many cases several months.

THE SOLUTION:
We redesigned the fulfilment process and led the team to implement it.

THE RESULT:
The improved process delivered over 95% of cards within 7 days, and customer satisfaction with product fulfilment improved to over 90% within four months.

Quality Wins
THE PROBLEM:
Smaller rivals, who could deliver service more quickly, were outclassing Europe's largest provider of leased phone lines. And the larger player's older equipment meant it was prone to higher fault rates. Their reputation for quality was being lost.

THE SOLUTION:
We developed an end-to-end service quality plan that capitalized on the larger organization's ability to enforce strict internal process controls.

THE RESULT:
The organization reclaimed a reputation for quality, reduced costs of failure, and won back business as upstart new entrants hit their own quality problems.