Getting ready for last mile delivery

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Customer

A leading provider of digital telecom services for both residential and business customers in the Belgian market. It specialises in the supply of broadband internet, fixed and mobile telephony services and cable television to customers.

Challenges

Some earlier, less successful implementations of home delivery processes demonstrated the importance of a uniform yet a flexible multichannel way of working. As the new solution would be used for multiple offerings, a lot of effort went into aligning the requirements from the different tracks and setting expectations right within the organization. Furthermore, dealing with the rapidly changing IT landscape underlined the importance of a future-proof setup, both internally and towards the customer’s selected partners.

Solution

The bluecrux team played an important part in warehouse and TPT partner selection, design of the operational architecture and rollout of the complete E2E flow, including supporting processes like customer service and after-sales (e.g. return/warranty) procedures. Just as important was managing the large number of internal and external stakeholders through numerous communication channels.

Results

Identification of best-suited warehouse and TPT partners for a sustainable long-term relationship

Clear and comprehensive (after-sales) support processes and procedures

One generic operational way of working with campaign-specific flexibility

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