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.
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.
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.