Telecoms Company – Request For Proposal

 

The Client

Fibre Network, Communications Company

The problem

When 3 internet companies merged into a large fibre broadband player, the customer service director needed a cohesive approach towards operations and both new tooling and a merge of existing capabilities to provide a holistic approach to all the existing and new customers. The leadership team required ‘best in class’ customer relationship management and support tools to enable them to meet their objectives.

The approach

We supplied a programme manager to act as the lead for customer services. To aid the business requirements gathering, and to start a process for both an industry wide Request for information (RFI), and then secondly the request for proposal (RFP) for a cohesive set of customer service tools. Working alongside the leadership team, and procurement teams, requirements were gathered, collated and then sued to help for the basis of the 2-stage review and engagement with the potential suppliers bidding for the work.

The solution and the outcome

The solution was to firstly with and to receive the strategy from the board, and then to dedicate time for a rigorous set of requirements. Once complete and aligned to the available funding and timescales, this preparation set out a clear and realistic path for the suppliers to provide options that would be as close to the objectives possible, within the also challenging timescales for the business. The main results were the following:

  • A rigorous procurement approach, conducted within the set parameters
  • Excellent metrics, stakeholder engagement, and clear outcomes that could be measured by the business sponsor
  • The chosen supplier had clear sight of the whole process, the objectives and could plan and deliver against a significantly challenging timescale (the deliverables were staggered based upon core business need)

By taking the time to engage with the new board, understand its strategy, and then to ensure complete alignment across business stakeholders and the procurement and legal team, a quick, effective and successful RFP led to engagement with the right vendor for the business.