Regulatory upgrade to 20,000+ phone numbers

Upgrade of a well know insurance company’s 0845 numbers to meet a timescale set by OFCOM

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.

The Outcome:

Project completed on time, regulatory compliance achieved, and fines avoided.

Regulatory upgrade to 20,000+ phone numbers

Upgrade of a well know insurance company’s 0845 numbers to meet a timescale set by OFCOM

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.

The Outcome:

Project completed on time, regulatory compliance achieved, and fines avoided.