Case study 4

“I would be pleased to provide a reference for Telecommerce and Telecommerce Consultancy at any time”

Development Director – Post Office Limited

Post Office Limited
December 2003 – March 2004

CRM & Contact Centre Specialist
Client: IS Development Director

Undertake a CRM study for the Post Office as part of a joint venture with Bank of Ireland to develop Post Office Financial Services. Review contact centre strategy and operations.

  • Produce a CRM strategy and framework.
  • Review of Post Office call centres with observations and recommendations.
  • Review of new Home Phone product end-to-end business processes






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