Working on behalf of a well known UK-based music brand who were launching their own branded mobile phone service (Mobile Virtual Network Operator), the challenge was to establish a fully outsourced operation for launch.
With only 6 months to launch, 13 individual companies had to be fully set up and integrated covering retail, credit checking, fulfilment, billing, customer contact centre, repairs, wholesale airtime purchase and various other 3rd party partners
We ran a small project team to work with all of the providers to define and implement the target operating model in the run up to launch. This involved ensuring that all of the business processes linked together to provide a first class customer service, ready for launch, as well as identifying new suppliers and establishing commercial terms where gaps were identified.
Despite the tight timelines and complexity of dealing with a large number of external providers, the operating model was set up and ready for launch within the 6 month time frame, with all aspects fully integrated and tested for operational launch