Building a ‘Digital First’ approach
Following the acquisition of a competitor, we completed a strategic review of the Telenet core IT platforms, including the critical CRM (customer servicing) and BSS (system of record, customer billing) systems. The aim was to develop an approach to consolidate the key IT systems onto a single platform to serve both customer bases. The vision developed was to design and build a platform that would realise a clear ‘Digital First’ strategy to increase digitisation for customers. Driving real and tangible simplification was also at the heart of the thinking e.g. less development, more configuration, and empowering people to be able to drive faster change. The programme developed three major systems; integrated them into the remaining operational systems, delivering a comprehensive digital transformation of the Telenet business, optimising operations, enabling customers to self-serve, and driving Business sales. “Having a number of Project One individuals across several programmes in the business creates a community of excellence. They’re all of a certain standard of capability, and can draw on that knowledge beyond just the programme they’re working on. When you have a lot of moving parts of change happening simultaneously in an organisation as we have, it is really helpful
knowing we don’t have to stitch together all those conversations, and they will connect with each other - we can have the expectation that will happen automatically.”
CIO of Telenet
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