Three Ireland Awards Case Study 2017: Real-time & insight: the beating heart of a connected business
Site Visit: 12th September in Limerick
Hear about this case study at Customer Strategy & Planning 2017, Tuesday 25th April at 11:30 in Harrogate.
The merger of O2 and Three succeeded by building a strong values-based culture. People are empowered to take the initiative in delivering great customer outcomes. Real-time planning, for instance, has taken on a new dimension. Fresh sources of insight, visual dashboards and automated alerts mean that the team can take the initiative and pinpoint the cause of issues. They now apply robust incident management, power continuous improvement and connect people across the business, with creative use of social media. Overall there’s been a huge impact on customer and colleague engagement, with sales through service up €27m and €1.1m efficiencies. Above all it is a great place to work. People feel really valued; they are totally bought into delivering a great customer experience.
Who should attend? This case study will draw Real Time, Insight/MI, operations, marketing and field operations teams – and anyone looking for new ways to manage operational effectives in a multichannel world. Take the chance to meet this team, gain inspiration from their ideas – and travel to Ireland for the site visit!
- Speed to fix – saved 551 hours in 2016
- €1.1 m cost efficiency
- 4,000 coaching hours
- Sales through service €27m, year-on-year
- €420k in IT cost avoidance + €25k pa (maintenance)
- Employee engagement 71% overall score
- Score for “we focus on the customer” 89%
Book your site visit places
Site visits are not open to direct competitors and the hosts can refuse access to the site visit should they consider you as a competitor. If you have any concerns about this please do contact the main office on 03331235960 or email firstname.lastname@example.org and we can check with the host in advance of the event. Places are also limited to 2 delegates per organisation per visit.
Delegate 1Delegate 2
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