A telecom service strategy for SME's

The challenge

Give directions for the design of the (digital) telecom service strategy for SME’s.

The approach

Our research approach was defined by two phases.

• First, we ran a qualitative deep dive among key users of telecom management services to understand current perceptions and service needs.

• After that we conducted a quantitative choice-based features test with > 30 services to understand preference and the impact of various services on satisfaction.

• Findings were clustered into strategic service opportunity areas.

The results

Towards the end of the project, our clients expressed their excitement for the relevant insights which granted them a new perspective and concrete input for the design of their strategy.