Striving for CSI at Everything Everywhere
Continual Service Improvement
Everything Everywhere is the UK's Largest communications company, providing mobile and fixed broadband communications services to more than 27 million customers through the Orange and T-Mobile brands. Historically, service improvement and maintenance had been treated as low priority within the departments of Orange and T-Mobile, as they had to compete with large projects for resource and funding. This resulted in lost service hours and impacted sales due to unplanned service outages, capacity and performance issues, and compliance risks. The merging and consolidation of Orange and T-Mobile IT services brought about huge challenges, and a very big opportunity to improve customer experience and the perception of IT.