Global Quad Play Telco
Next Generation customer Technology Assess & Select
Challenge
Our clients Group Commercial team wanted to simplify and upgrade their campaign tool capability in most markets they operate.
CVM and Digital worked in silos and data was often disparate that led to inconsistent customer experiences per channel.
Different markets with different technology stacks was inefficient and a convergence roadmap was required.
Solution
CVM People built a small project team (project manager, solution architect, business lead, business analysts) .
Designed and delivered an RFI across 20 vendors with 6 lead markets to build out a set of critical future use cases.
Ran the selection process to reduce vendors to 4 for RFP.
Designed a future architecture for each vendor and a market roadmap.
Assessed each of the final 4 vendors through a Proof of Concept to test each vendor against each use case.
Built the business case and supported procurement through negotiation process.
Results
Successfully aligned all markets on the same vision and transition path
Global rollout of the winning platform was successful
Removal of CVM and Digital silos with one solution covering: Call Centre, Web, App, Email, CRM, SMS, Personalised pricing, NBA.
