STL Partners

Telco 2.0 Growth & Innovation

Customer Engagement Strategy

The Client

European Mobile Network Operator

 

The Challenge

In response to increased market pressures, our client wanted to develop a more comprehensive customer engagement strategy enabling it to ‘unlock’ new upselling opportunities and obtain more ‘relevance’ with their customers. The client felt it could utilise its strengths (e.g. payments relationship, analytics, customer channels) to increase the amount and relevance of customer contact.

 

STL's Approach

STL Partners completed the 3 month assignment, by working closely with our client on-site, redefining its customer engagement strategy to adopt a more integrated, smartphone-centric approach based on real-time, event based marketing of core, near-core and third-party offers and content.

As well as a series of technical evaluation “scrums”, the project required market sizing, building a new customer proposition, testing this through focus groups and translating the resulting vision into an actionable phased plan.

 

Impact

STL developed the high-level vision and strategic roadmap and were then appointed by our client to support them in the implementation of the strategy, including developing a prototype app solution. The client scored STL a 9/10 for teamwork.

 

The STL Difference

Throughout the assignment, STL’s team was based on client premises and worked closely with the client employees as a single team. STL was able to combine its deep knowledge of the mobile industry with analytical rigour and technical insight to develop and implement this new customer engagement strategy.  

“This was a joint effort, (STL are) great people to work with." 
Senior Executive, European MNO