Bouygues Telecom

The initial demand:

Improve the customer sales journey in the Bouygues telecom boutiques

Identify areas of customer dissatisfaction

Identify underlying dysfunctional processes

Our contribution:

Organization of co-creation workshops with customers and employees to identify malfunctions and generate innovations.

Ideas to improve the customer sales journey.

Transfer of co-creation skills to the internal team in charge of the project.

The results:

Improvement in customer satisfaction

Improvement in employee satisfaction

For 4 years Bouygues Telecom received le prize for best telecom service experience in the TNS – Baring point podium of customer service