Improving network performance to reduce churn at a telco
The Situation
EE were experiencing network performance issues during integration which were increasing churn.
The Task
As Senior Programme Manager, led cross-functional task force to identify/address root causes.
The Action / Approach
Agreed hypotheses/tested using business-wide data; amended key processes; changed KPI reporting; re-focused network investment; developed network perception comms plan for contact centres; and introduced new governance for outage management.
The Result
Succeeded in addressing network issues to reduce customer network complaints by 50% in 4 months.
