Highly visible project in the travel and transport industry, price volatility, highly competitive B2C business
• Technical team focused on technical spec at the expense of business objectives and customer satisfaction.
• Speed to market.
• Need for accurate, dynamic pricing, instantly available to the customer.
• Working with the Senior Vice President to enable cultural change.
• Coaching the team to a stronger understanding of the business as a whole.
• Refocusing the team on impact to the customer. This was a significant shift for this tech-focused team.
• Increase in customer satisfaction, measured by fewer complaints.
• Successful delivery of an industry-leading project in the proposed time of 12 months, start to finish.
• Highly motivated successful team.
• Business model and technical infrastructure still delivering four years after project completion.