CLIENT:
Telephone & Electronics Corporation
OBJECTIVE:
To correct the tax status of wireless telephone customers in the billing system of a large telecommunications company. A pending audit with substantial fines required that the work be completed in a very aggressive time frame.
APPROACH:
A model was developed to identify which customers required the tax status change to their accounts, and that list was delivered to a team that made the changes in the billing system. A strategy for dealing with customers affected by the tax status change was developed and incorporated into the project’s implementation efforts.
RESULT:
The tax status change was implemented accurately and on time, and the strategy for mitigating customer’s negative response to the billing change reduced the risk for increased churn.