Project Overview
We partnered with a leading global corporation to enhance its offering of discounted services to various ‘marginalized’ low-income consumer segments. Underneath the authority of the CIO, our key objectives were to partner with marketing to expand the user base of individuals eligible for the discounted offering while optimizing the customer’s eligibility and purchase experience.
Client Background
Our client engages in the provision of services that are core to effective participation within the continuing evolution of the now pervasive Digital Economy. The client subdivides the services that it offers within the following customer segments: residential customers, general business customers, wholesale customers, entertainment industry customers, and hospitality industry customers.
Challenge/Opportunity
The national government, of one of the jurisdictions in which this global client provides services to residential customers, passed legislation that subsidized the cost of the client’s offerings. The major program goal of our project was to enrich the already existing program’s customer eligibility processes in order to verify prior honorable military service. The addition of veterans required wholesale modifications to the discounted product’s web presence, reporting, customer education and customer ordering processes.
Our Solution
We very successfully expanded the operational reach of the program to include veterans. However, during solution design we learned that the eligibility process for all potential customers (not just veterans) was highly manual. These manual customer verification and service negotiation processes produced error rates and customer acquisition costs that far exceeded the error rates, service verification costs and acquisition costs of the non-discounted broadband service. Our program leaders crafted a holistic solution that dramatically lowered customer acquisition costs, improved the customer experience, decreased customer verification and order-entry errors via an enhanced customer experience.