Case Study – Liberty Global
Liberty Global is one of the world’s leading converged video, broadband and communication companies. Helping their customers to make the most of the digital revolution. With complex operations in six European countries, across multiple brands, they connect over 10 million customers subscribing to more than 25 million TV, broadband internet and telephony services. Serving over 6 million mobile subscribers and WiFi services through 9 million access points across their footprint.
Scale brings complexity. The expanding Liberty Global brand portfolio creates understandable challenges when it comes to harmonising diverse processes and practices across their businesses. Digital Works Group supplied a lead architect to help them identify and implement best business practice across countries, and tackle these pain-points:
- 14 countries each selling similar products to B2B customers with a focus on SMEs
- Products technically similar but commercially different – not just price & currency
- Different business processes and practices
- Different country regulatory environments such as number porting
- How to achieve the economies of scale across all the countries whilst allowing necessary differences for Sales, Customer Care, Order, Management & Fulfilment
Putting your customer at the heart of your business is critical. We employed a customer-centric approach to developing the right capabilities and processes across countries:
Business Architecture:
- Develop a capability focussed approach to business – less tied to a business process and more tied to a function, for example how to make an installation appointment rather than when in the process an appointment is made
- Identify and form business teams to agree on a superset of capabilities and take ownership
Technical Architecture:
- Clear separation of the process from function allows processes to be different and supports variation within the country by product and not just between countries
Bringing business and technical teams together, we were able to foster greater collaboration and help Liberty Global achieve these outcomes:
- Successful implementation in the three main markets approaching £1bn revenue and more than 250k customers
- Achieve 70% re-use of software
- Hit B2B growth targets
- The platform allowed the successful launch of new products with rapid time to market
- The capability approach was adopted on a much wider basis – e.g. for launching new products – within Liberty Global
“Digital Works Group was able to act as the translator between the business teams and the technical teams. They have been able to challenge both sides on many occasions, leading to a better outcome for both business and technical teams.”
Joris Vollebergh, Director, Business Services Digital and CRM
