Organisations the world over are focused on digitisation. They are repositioning their customer proposition for the digital age – making the most of digital opportunities for themselves, their customers, and enabling future opportunities and revenue streams for businesses they support.
Telenet, Belgium’s largest cable broadband provider, wants to remain relevant, and retain their drive to be innovative. To do so, they had to consider how to meet, and exceed, these new digital expectations when creating their strategy. Not unlike an industrial digital revolution, this transformation is creating business disruption at levels previously unseen, driving a demand to adapt at speed with increasing levels of agility.
To realise their ambition, Telenet’s Darwin Programme set out to enable and deliver their future digital and core systems platform, known as Origin. This is the largest and most complex transformation in the organisation’s history. This is an end-to-end transformation of customer facing interactions and, at the same time, the supporting back-office functionality and processes.
Launched at the start of 2020 for Telenet’s BASE brand, Origin is now serving customers through all channels including the Retail estate, contact centres, online and a revamped App. Since the launch, Telenet’s customers have benefited from innovations such as a comprehensive, real-time, ‘dashboard’ to manage and tailor their personalised digital experience. They are also able to have a true omni-channel experience, starting interactions in one channel and continuing in another.
Equally, Origin has enabled the business to make rapid changes onto the platform via agile sprints in an increasingly competitive market, and the agents in store are hugely positive about the embedded customer journeys that support both sales and service.
“Having a number of Project One individuals across several programmes in the business creates a community of excellence. They’re all of a certain standard of capability and can draw on that knowledge beyond just the programme they’re working on.
“When you have a lot of moving parts of change happening simultaneously in an organisation as we have, it is really helpful knowing I don’t have to stitch together all those conversations, and they will connect with each other – I can have the expectation that will happen automatically.”
Sam Lloyd, CIO.