Three Ireland Awards Case Study 2017: Real-time & insight: the beating heart of a connected business

See the full Case Study, Presentation Slides and Video.

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 will learn from this Case Study? 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!  

Key results

  • 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%

Find out more about our awards programme

Take a look at these articles, videos and links
2017 Innovation Award Winners
2017 Innovation Awards Finalists, Site Visits and Case Studies
Key Topics in Data, Insight and Analytics
See the latest articles on Real Time and Tactical Planning


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