PROJECT FACT SHEET

Digicel - Customer Services Transformation

HEADLINE: Savings of $12 million a year, $1 million over target.

The Consolidation Programme was highly successful and met the target of transformation within 2017. Within the first year, VISION delivered:

Savings of $12 million a year, $1 million over target.
A reduction of 7.5 million calls.
An NPS score that reduced in some markets by less than ten points, and surprisingly improved in some markets. There was little evidence of service-related customer churn in any market.

Read the full project story here.

Key Information

Keywords: Digicel, Customer, Services, Transformation

Start and Finish Dates: 2017

Name of Client Referee (Title), Contact Details:

Outcomes:

The Consolidation Programme was highly successful and met the target of transformation within 2017. Within the first year, VISION delivered:

Savings of $12 million a year, $1 million over target.
A reduction of 7.5 million calls.
An NPS score that reduced in some markets by less than ten points, and surprisingly improved in some markets. There was little evidence of service-related customer churn in any market.

The programme surpassed initial expectations in a highly dynamic environment. VISION helped to transform Digicel’s operation into a much leaner, customer centric, high-performing organisation.

Case Studies

Read the full project story here.

The Case Study Slide Library has Digicel case studies including one for the Customer Services Transformation project. Click here to view the Case Study Slide Library.

If you can't find what you're looking for, email or phone Shelley Poplak (spoplak@vision.com +353 (1) 240 0269 ) or Gerald Adams (gerald.adams@vision.com +353 (86) 241 4821) and we'll track it down for you. If we can't find it we'll get back to you within two hours and tell you when we can get it for you