Illustrative imagery Confidential
Telecom & media20259–12 months
Client: A mobile network operator
At a glance
Shared data platform and metrics layer
Care assistant with agent hand-off
Registered messaging and preferences
This programme is confidential. Its figures and the client’s own artefacts — 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, how we approached it, what we built and what it set out to change.
Network, marketing and customer care each had their own numbers for the same customers. Care could not see a local outage, marketing could offer an upgrade where there was no coverage, and every report began with an argument about whose figure was right.
The brief: give network, marketing and care one version of the truth.
We started with definitions, not dashboards: one metric catalogue agreed by all three teams, each metric with an owner and its lineage. The shared data layer was built to serve those definitions, and every dashboard reads from it.
On that layer sit a care assistant that can see network status, with a hand-off to an agent, and registered, consented messaging that knows where coverage is.
The metric catalogue, agreed by network, marketing and care.
The shared data layer and the dashboards that read from it.
The care assistant, its eval set and the hand-off to an agent.
Registered messaging and the preference centre, checked against coverage.
A shared data layer and metric definitions used by network, marketing and care, feeding a care assistant and registered, consented customer messaging.
The layer is built so network, marketing and care read the same figures from the same place: the care assistant answers with live network status and hands over to an agent when it should, and offers are checked against coverage before they are sent.
This programme is confidential: its figures are shared only under NDA.
Picture story
The pictures on this page are illustrative: licensed stock photography and code-built mock-ups chosen to 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 own artefacts stay off the website. Once an NDA is signed, we walk you through each of them, 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 artefacts — 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
Ask for a walk-through under NDACredits
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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