Sprint Canada Inc. is one of Canada’s leading national communications solutions companies, offering voice, data and online services. With headquarters in Toronto, Sprint Canada operates in 17 locations across the country. A global provider of voice, data and Internet services. Sprint is a leading Canadian integrated communications solutions provider of data, e-business and voice services to businesses and households.

Project Summary

Managed the development of a multi-channel (web, call centre, mail, email, fax, retail, etc.) customer contact strategy to enhance customer experience, increase customer service, and introduce web-based self service functions, while reducing call centre traffic.

Background

At a time when the installed base was shrinking and customers were complaining about confusion, there was a call for an integration strategy for the several Sprint Canada funded websites. Each was managed and funded by a different part of the organization and each had different “look and feel”, design standards and business practices.

Requirement

Organize internal resources from numerous departments to define and agree a single web site presence that would meet the requirements of each of the interested parties.

Project After Discovery

Many participants talked about how their website had been defined to follow the same service structure of their processes and procedures in other departments (e.g. contact centres, mail, fax, email).

It was proposed that a strategy be developed that would define a single website, and a consistent customer experience (services and service levels) accessing all communication channels – web, mail, email, fax, telephone and walk-ins.

Approach

• Background documentation was reviewed to understand the organization and history; the business goals and activities to-date.
• The existing websites were reviewed to determine the set of services offered, the different standards employed and the traffic experienced.
• Strategic planning workshops were held to determine the complete range of customer services offered, required and planned and the cross reference of access channels determined which services were best suited for each channel.
• Defined a set of web-based, self service transactions for customers to offload call centre traffic.
• Plans were drawn up for an integrated website incorporating new self-service options. Processes and procedures were documented and expanded for Call Centre and any other customer service staff. Call centre staff training was re-designed and implemented.