Illustrative imagery Confidential
Telecom & media20259–12 months
Client: A mobile network operator
At a glance
Shared data platform and metric definitions
Care assistant with hand-off to a person
Registered messaging and a preference centre
This programme is confidential. Its figures and the client’s own screens, before-and-after views and brand kit stay off this page and are shared under NDA.
From brief to result
The brief in full, our approach, what we built and what it set out to change.
Network, marketing and care each counted the same customers differently. Care could not see a local outage, and marketing could offer upgrades where there was no coverage. Every report began with an argument over whose number was right.
The brief: give network, marketing and care the same figures for the same customers.
We started with definitions, not dashboards: a metric catalogue all three teams agreed, each metric with an owner and a documented source. Every dashboard reads from the shared data platform built on those definitions.
The platform also feeds a care assistant that sees live network status and hands over to a person. Offers go out as registered, consented messages, checked against coverage first.
The metric catalogue, agreed by network, marketing and care.
The shared data platform and the dashboards that read from it.
The care assistant, its evaluation set and the hand-off to a person.
Registered messaging and the preference centre, checked against coverage.
One data platform and metric catalogue for network, marketing and care, feeding a care assistant and registered, consented messaging.
The platform is built so all three teams, the care assistant and every offer draw on the same figures.
This programme is confidential: its figures are shared only under NDA.
Picture story
These pictures are illustrative: licensed stock photography and code-built mock-ups that show the setting, not the client’s own work. Credits are at the foot of the page.
Under NDA
This programme is confidential, so the client’s artefacts stay off the website. Once an NDA is signed, we walk you through each one with the figures.
Illustration: a stack of sealed folders, one for each kind of artefact withheld, each marked “Under NDA”.
Outcomes
This programme is confidential. Its figures and the client’s own screens, before-and-after views and brand kit stay off this page and are shared under NDA.
Self-service resolution rate
Contacts per thousand subscribers
Offer accuracy across channels
Withheld: shared under NDA
Book an NDA walk-throughCredits
People are named only with their agreement.
Licensed stock photography and code-built mock-ups chosen to show the setting, not the client’s own work.
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Make each asset once, then adapt it for every market.
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