Our first job was to understand the “pain points” with managing their current mobile phone account and the key objectives that Porcelanosa had in mind to ensure we created a structured approach that encompassed all the requirements of the project. Reviewing their last 6 months usage data from their O2 portal was integral to this process and helped us to understand the specific requirements of the customer. This allowed ACS IT Services to put together a strong, viable and cost-effective proposal that would enhance the customer experience within their mobile phone fleet.

It was clear from the outset that the management of users, without spending hours on hold waiting for the network customer services team to process their requests, was an essential objective and allowed the internal IT team to focus on their “day-to-day” roles without wasting valuable time speaking with the networks. Handling the amount of user queries had to be taken into consideration. This resulted in ACS IT Services implementing cost centres for each area of the business and detailed reports in order to maintain cost-efficient use of their mobiles.