Community Awards

Innovation Awards

Previous winners and finalists

EE Case Study 2016: Service Transformation: make it easy

See the full Case StudyPresentation slides and Video

Listen to customer & colleagues, then fix what they say is broken. See how this led to huge increases in customer & colleague NPS at EE, while involving 38 technology implementations in 3 years.


Learn how EE became a greatly improved mobile provider, with customers’ propensity to contact dropping 88% & complaints 40%. Customer NPS is up 21 points. The simplicity of the strategy was key and the new operating model, established by the Strategy & Planning team after EE brought together Orange & T-Mobile brands in the UK, also raised employee satisfaction (eNPS) to 46 points. It’s massive for frontline teams. Among 38 major IT changes were: Knowledge Management, Analytics, WFM & a Single Routing Platform. Cost per customer dropped 18%, with 14m fewer calls in a year work was brought back on-shore at no additional cost. These changes involved clear ownership & collaboration across the business, with amazingly granular insight on contact reasons that enabled faster decision making. Progress is tracked weekly, linked to reward.

Key Results

  • 81% of issues raised by agents have been fixed
  • 88% drop in propensity to call over two years
  • +21pt increase in NPS Jan 13 to Dec 15 (+230%)
  • +46% rise in eNPS (-11 in Feb 12 to +46 Dec 15)
  • 38 IT implementations in the last 3 years

Who should read or watch this case study? This huge transformation within EE has something for everyone - whether you are in the Planning, Insight, Quality or Customer Experience teams or a business leader and innovator.

print
Take a look at these articles, videos and links
2016 Innovation Award Winners
2016 Innovation Awards Finalists and Case Studies
See the latest articles on Quality & Customer Experience


 

2018 Innovation Award Winners

#
#
#
#
#
#
#
#
#
(c) Professional Forums Ltd 2000-2018
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit AboutCookies.org
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit AboutCookies.org