Velos IoT were carved out from Jersey Telecom, and due to this, inherited their systems and ways of working. They grew rapidly through acquisitions, which was placing strain on their processes. They needed to identify and address friction points, and design a scalable solution
Challenge
- Velos IoT had multiple product offerings and multiple customisation opportunities within each product, making the intial on-boarding, set-up and subsequent billing of these products cumbersome and time consuming, driving increased colleague effort, client dissatisfaction & potential revenue leakage
Solution
- Review of the end-to-end customer journey, completed through F2F & virtual workshops with teams to map as-is processes, and help determine priorities that would create a roadmap to better meet customer, colleague & business needs
- Review of customer facing portals and documents in order to improve useability and drive ‘right first time’ data capture to expedite client on-boarding and product set up
- Re-design of system product catalogue to simplify setup and reduce errors, leading to improved billing accuracy & Customer Experience
Outcome
- Development of Business Case and Implementation Plan, with initiatives focussed across People, Process, Ways of Working, MI & Technology in order to deliver E2E improvements to the OTC journey
- Re-defined Future State processes and supporting documents to drive efficiency across the Order To Cash journey
“It was great to see siloes breaking down as we got to the route of the challenges and then developed solutions collaboratively & set the path for implementation” Beverley Stag, Client Lead, Custerian
