Success Story 5

Launching mobile services in new markets to attract customers requires a strong sales message to compete with other phone providers. Integrating an existing customer base into your mobile network from an acquisition requires a deep understanding of customer impacts across multiple business units of both the acquiring and acquired companies. Andrew Reise consultants were asked to join the mobile carrier’s Sales, Marketing and Customer Service teams to lead the efforts to identify all customer impacts from the transition and ensure all internal teams and front line associates were prepared to provide the ideal customer experience before, during and after the transition.

A comprehensive customer communications strategy was developed to communicate early and often with customers to ensure they understood the changes and their options related to their move to the new mobile provider. With Andrew Reise's focus on the end customer - the client's customer - the end result was a smooth, successful customer transition to the new network with minimal negative customer impacts.