Case Study – TalkTalk
Data Strategy & System Migration
When TalkTalk found itself juggling multiple billing systems after years of growth and acquisitions, accuracy was slipping, costs were mounting, and customer experience was at risk. They needed more than patchwork solutions – they needed a coherent data strategy to unify systems, clean up data and empower leadership to act.
Problem
Following a series of acquisitions and significant organic growth, TalkTalk was faced with the need to rationalise six consumer billing engines and migrate into a new singular strategic CRM and billing platform. The aim was to improve the accuracy and quality of this critical customer experience component while reducing costs and the complexity of its platform and operations.
Our Approach
Create a new Data Strategy to produce the target data model, environment and business rules, and controls that would support a successful migration of multiple systems into one.
Team
The skills provided:
Specialists in Billing Operations, Revenue Assurance, Data Strategy, Data Migration, Data Risk Management and Data Governance.
Timescales
The migration events took place over a three year period which increased in frequency over time
Outputs
– A data strategy focused on delivering target state
– A migration strategy to deliver data migration
– An assurance framework to support migration events
– A team of experts to support live issues & risk mitigation
– Clearly defined data ownership and roles
– A reporting suite and new data warehouse based on target model
Benefits
The completed migrations and subsequent legacy decommissioning enabled a reduction in operational complexity on BSS & OSS, resulting in:
– An £80 million per annum Opex saving
– A clear path for subsequent operating model improvements
– Improved visibility of data reporting & insights at the C-suite level.
