Simplifying complexity. Accelerating performance.
Supporting a global telco provider to redesign an unviable product proposition into a commercially sustainable operating model.
Our client had developed a product that was loss making from the moment of customer acquisition.
The proposition had grown into a multi-million customer base that was now too large to simply retire. Complexity had accumulated across product management, commercial ownership, customer journeys, technology partners and vendor relationships.
The organisation needed more than optimisation - it needed a complete redesign of how the product operated.
The challenge transcended the product itself. The issue was rooted in organisational complexity and the unwillingness/incapability to course correct.
What we changed
Diagnose
Deep analysis of commercial performance, customer experience, cost base and operating model.
Simplify
Removed unnecessary complexity across vendors, systems, processes and organisational layers.
Redesign
Rebuilt ownership, governance, customer journeys and operating model that was commercially sustainable.
Embed
Implemented the new operating model and worked in partnership over 18 months to embed capability and outcomes.
Before
- Margin negative product
- Fragmented product ecosystem
- Disconnected customer journeys
- Negative customer satisfaction
- Growing cost base and complexity
After
- Margin positive product
- Single product framework
- Unified customer lifecycle
- Positive CSAT & NPS scores
- Sustainable cost and performance
- +0%
Increase in ARPU
- -0%
Reduction in churn through improved customer experience.
- -0%
Lower capital expenditure through simplified architecture and broadened vendor & partner ecosystem.
- +0
Significant improvement in customer satisfaction.
Great transformations rarely begin with bigger strategies. They begin with removing complexity.
The most durable commercial gains in this engagement came not from adding capability, but from taking it away - retiring what no longer served the customer, clarifying why ancient universal truths were still being accepted, and rebuilding the operating model around a single, coherent proposition.
Let's explore the complexity you're facing
If an unviable proposition, an over-engineered operating model or accumulated complexity is holding back performance, we'd welcome the opportunity to understand the challenge and share a different perspective.