Wednesday, 9 July 2014

Daysha helps eircom improve online customer service

 Daysha Consulting, a leading Irish provider of IT project management, has provided programme and project management services to eircom to support the development and roll-out of its new consumer customer service web portals. The project was undertaken in order to enhance services for customers by integrating eircom’s Myeircom and MyMeteor onto one physical IT infrastructure.

Daysha provided a mix of technical architects, business analysts and IT project directors and managers over an 18 month period, to the value of €650,000. eircom’s investment in infrastructure, software and services is part of a multi-million euro programme planned over several years.

The project objective for eircom was to improve customer service and information via its online and mobile platforms as well as increasing the volume of paperless billing.  The new web portals enable eircom’s fixed and mobile customers to log-in and manage their landline, mobile, broadband and TV accounts and subscriptions.  This provides them with greater visibility of their package and detailed information on their bills and usage rates. New web texting and international texting facilities have also been provided to mobile customers.

Integrating all the customer facing portals and moving them from two disparate web environments onto one platform was an enormous undertaking. Following a successful initial audit and requirements analysis that ensured all stakeholders were aligned with the overall business objectives, Daysha was also tasked with planning and implementing the deployment process.  This included managing the roll-out of the new platform and ensuring all key milestones were met in order to de-risk the project.

The new self-service portals bring benefits to customers and to eircom. Customers are receiving a better service and faster resolution of their queries, while eircom has reduced in-store and call centre costs. eircom also benefits from lower IT infrastructure and support costs as the new integrated platform supports both web portals.

Se├ín Loughman, Director of Technology Engagement, eircom commented, “This was an extremely important project for us as part of our delivery of enhanced services to our customers. Its success to date can be measured in the positive feedback we have received and the increase in customer satisfaction.

“Daysha put a huge amount of work into designing the project to succeed from the outset.  They also provided hands-on project management services to ensure the successful completion of all elements, including deployment, integration and training. Daysha’s multi-skilled team allowed us to access different skillsets at different stages of this very complex project and this was central to minimising the risk of failure.

“What impressed us most was their ability to understand the business imperatives for all stakeholders involved and ensure the new systems delivered on these. This ability was key to our reasons for choosing Daysha. In the past we might have had to look to UK consultancies to obtain the project management experts who can manage both the technical and commercial aspects of a large project.”

Brendan O’Reilly, Managing Director, Daysha Consulting commented, “Successful IT projects deliver real business results. We work with our clients to share the risks associated with large projects and assign the correct resources at the different stages to achieve these results. Our PMaaS (Project Management as a Service) approach to IT projects delivered this for eircom and enhanced the success and outcomes for its customers.”