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.

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