Creating a unified vision for Europe’s largest telecom provider

The challenge Following the development of new KPIs, personas, and a strategic transformation blueprint, Europe’s largest telecom provider faced a new challenge, ensuring that thousands of employees across Europe could understand, align with, and act upon the changes ahead. While the content existed, the information was spread across multiple workstreams, presentations, and initiatives. Leadership needed […]

Resolving years of CRM friction through a feasibility assessment

The challenge For years, discussions between the headquarters of a telecom provider and its sub-branch regarding the migration of their CRM had reached the same conclusion: uncertainty. Differing perspectives, technical concerns, and operational complexities had created friction between both parties. Despite multiple attempts to evaluate the transition, no objective conclusion had been reached. Determined to […]

Harmonising five countries into one future-state blueprint

The challenge Across Europe, a telecom provider had developed their own ways of working, supported by different systems, processes, roles, and data structures. While each country had optimised operations locally, the lack of standardisation created complexity for large-scale transformation initiatives. The objective was ambitious: create a harmonised Lead-to-Order (L20) blueprint that could serve as a […]

Defining the people and metrics behind OneSFA

The challenge As Salesforce capabilities continued to expand across Europe’s largest telecom providers, the OneSFA team faced a growing challenge. Different countries used different role definitions, measured success differently, and requested platform enhancements based on local interpretations of similar responsibilities. Without a common understanding of who users were and how success should be measured, achieving […]

Turning platform complexity into a clear migration blueprint

The challenge A client in the automotive sector was preparing for a migration of its Customer Contract Management (CCM) platform to a new vendor environment. The challenge was that years of platform evolution had created a highly complex landscape with limited documentation, fragmented process knowledge, and unclear visibility into which capabilities were actually being used […]