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Telecom - Business Account Management Process
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Canada’s second largest telecommunications company who provide a full range of advanced communications services for home, the workplace, and on the move. The Custom Solutions business unit focuses on large complex customized voice and data outsourcing, and the Business Account Managers (BAM’s) are responsible for maintaining quality customer service, and performing changes when required.
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The Client was experiencing a period of rapid growth and the number of change requests initiated by their customers for both voice and data services had increased substantially causing delays. A project was underway to automate the process but the project momentum was slowing, and there was the very real likelihood of missed deadlines and budget overruns.
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BICS was brought in at the Idea stage of the project and approached the problem using project S-curves to help them quickly identify the potential for the project to go over budget. This was determined in the third week of a twelve-week project, which allowed the client to make a project correction to the scope to ensure that time and budget were still met. BICS established that a project correction was required in the precise area of the scope where the problem was detected, an exercise which they were expertly able to execute. BICS was also charged with managing a third party vendor to develop and deploy a customer Access application to support the process.
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The project was brought in on time and on budget.
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