Success story: The solution? Improve the relationship between all areas



The company

Multinational mobile, landline and ADSL operator. It is the largest mobile community in the world, operating in 26 countries, and with agreements with another 34, offering voice and data services to over 200 million customers worldwide.

The challenge

  • The challenge was to improve the management, productivity and troubleshooting process for the business segment.

The solution

  • We performed a complete reengineering of the troubleshooting process to ensure the suitable structuring of the relationship between the different areas involved.
  • We carried out the reorganization of the area and the unification of second level troubleshooting processes which were previously segmented.