Information, Media & Telecommunications
Reduce The Operational Friction Behind Connected Services
Information, media and telecommunications organisations work across fast-moving customer requests, technical teams, content or service delivery, billing and support. When information is incomplete or responsibilities are unclear, people spend additional time chasing updates, correcting records and resolving repeat issues.
XeP3 helps organisations understand this hidden Noise and prioritise improvements that support better service, smoother handoffs and more effective use of specialist capacity.
Connected Processes
See The Work Between Customer, Technical And Support Teams
A service request or production task may involve sales, scheduling, provisioning, technical delivery, quality checks, customer support and invoicing.
A problem at one stage can create repeated work elsewhere. XeP3 maps these activities across the end-to-end process to show where delays and exceptions originate.
Root Causes
Understand Why Issues Keep Returning
Service teams, producers, technicians and administrators often know which information gaps and handoffs cause the greatest frustration.
XeP3 captures their experience and measures the effort involved in resolving these issues. This helps leaders address recurring causes rather than simply increasing the resources assigned to handle exceptions.
Information Media And Telecommunications In Practice
Where Capacity Is Lost Across Customer Operations
Across 9 information, media and telecommunications projects in the University of Melbourne research, a median of 41.5% of staff effort was lost to Noise – among the highest of any industry and well above the 36.1% median across all sectors. In telecommunications and media, Noise often builds up across complex customer journeys – where orders pass between sales, provisioning and support teams, where incomplete information triggers follow-ups and rework and where faults and billing queries are handled more than once before they’re resolved.
Working with Bevington Partners, organisations in the sector use XeP3 to capture how work actually happens across teams and systems, identify what drives their Noise and eliminate it at its source – recovering capacity for better customer service and faster delivery.
- 41.5% Median Noise across 9 information, media and telecommunications projects (University of Melbourne research)
Measurement
Measure Service, Resolution And Capacity
Service
Track delivery and response times.
Resolution
Measure repeat contacts, corrections and handbacks.
Capacity
Quantify staff effort recovered from unnecessary work.
Results And Insights
Improve Service Processes Before Adding More Technology
Related Industries
Explore Related Sectors
Make Connected Services Easier To Deliver