Upgrade of a well know insurance company’s 0845 numbers to meet a timescale set by OFCOM
A household name in the insurance industry had to upgrade its 0845 numbers to meet a regulatory timescale set by OFCOM. This project was complicated by the fact that multiple departments used these numbers. To achieve success, all of them had to be brought on board. For efficiency, we broke the project down into phases aligned with business priorities.
Under my project-management, all the numbers were changed on time, and the customer achieved regulatory compliance.
Industry
Insurance company with multiple brands under one umbrella
The Project
To upgrade a huge number of 0845 customer-service lines involving all customer-facing departments
Activity
- Obtain a full schedule of numbers covered by the regulations.
- Engage teams in all affected departments to lay the foundations for project success.
- Understand the breadth of the project to ensure that all the right teams with relevant industry and market knowledge were part of the project. No sector to be overlooked; success would depend on everyone being involved.
- Break project down into phases that would deliver to business priorities. Later phases to be completed within the regulatory timescale.
- Communicate regularly through weekly calls involving all project team members, including external suppliers and internal department heads. Demonstrate progress.
- Develop workarounds to overcome challenges resulting from the inability of some external parties to deliver as planned.
Outcome
Project completed on time, regulatory compliance achieved, and fines avoided.