LEBARA gained a superpower which helped them avoid drastic financial losses and improve customer experience before they got compaints
Background
Lebara, a telecommunications company operating across 8 countries, including the UK, USA, Germany, and Australia, grew so fast it was grappling with operational inefficiencies. A vital concern that came to light was their weekly financial review process, traditionally conducted on Monday mornings through spreadsheet reports from Adyen, their trusted payment service provider.
Problem
The prevailing method of performance review led to delayed issue detection, as problems remained concealed until the designated review time. Any errors occurring over the weekend would only come to attention on Monday, exposing a vulnerable two-day window stemming from the preceding Friday.
Solution
To address this challenge, we devised an innovative solution - a real-time World map displaying the cities within Lebara's operational ambit. This interactive map provided a nearly real-time view of financial changes. The circles representing these cities expanded or contracted, transitioning from green to red based on current conditions.
Impact
The outcome was transformative. The financial review went from a closed-group, boring meeting to a prominent, engaging digital screen in the office - which many staff ended up having heated conversations around. A compelling incident occurred one Friday afternoon when Amsterdam's circle turned crimson and began to shrink—a perplexing shift for one of the company's top-performing centres. This anomaly triggered swift action, leading to the discovery of a malfunctioning "pay now" button on iPhone 5 screens, disrupting the top-up process. Timely intervention averted potential financial ramifications over the weekend and ahead of the Monday review.
Empowering Insights
This solution endowed Lebara with a potent capability—early issue identification and rapid resolution. A superpower. By casting light on emerging problems, they fortified their ability to proactively tackle and mitigate potential complications.
In essence, our innovative approach evolved beyond being a mere tool; it became a proactive guardian, safeguarding Lebara's financial integrity. The customary, insipid Monday morning review evolved into an interactive narrative, where challenges were reframed as opportunities, guided by the ingenuity of Lebara's dedicated team.
