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    Digital Transformation

    Case Study

    Rate it! Digital transformation boosts customer satisfaction and loyalty

    FOCUS ON: Customer Management, BRAND LOYALTY, Digital Transformation, Twice Reply,

    Unitymedia is the second largest cable network operator and the leading provider of triple-play services in Germany. Twice Reply, specialists in digital transformation, has been commissioned by Unitymedia to improve and optimise services as a result of constant customer growth.

    Twice Reply’s responsibilities included:

    • Consulting in regard to a comprehensive technical solution
    • Creation of extensive action plans and their efficient implementation
    • Transfer of knowledge from similar projects and preparation of best practices

    Twice Reply categorised seven different potential areas and defined solution processes. Preparation and provisioning of practical solution approaches were very important. Twice Reply identified the potential for improvement through the establishment of a programme management office (PMO) that monitored the proposed solutions and integrated the solution proposals for the Unitymedia team.

    Daily cooperation with the teams from the billing unit and responsible project management team made it possible for Unitymedia to cluster 130 projects into 20 core areas, of which a number of plans were implemented in a targeted manner. The successful cooperation was reflected in the positive development of the net promoter score (NPS), which measures the readiness of the customer to recommend the company and its products to others.

    Unitymedia_NPS

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