Transforming support systems to serve customers.
Credera and C Spire partnered to create program leadership for streamlining customer support by replacing billing and support systems.
At a Glance
C Spire Wireless, the nation’s largest privately held wireless carrier, is passionately committed to its customers. C Spire hired Credera to establish a formal governance structure for the working teams. Credera’s program leadership coordinated more than 50 team members across seven cross-functional workstreams, including five vendors and seven internal teams. At the end of the project, the C Spire team successfully delivered billing and support platforms with higher user adoption through program leadership and technology strategies that improved transparency, aligned teams, and reduced risk.
Creating a process for organizational change.
C Spire wanted to sell new products and streamline customer support for its home services line of business. To deliver these goals, they needed to replace their billing and support systems.
As more IT teams, business stakeholders, and vendors were engaged, it became difficult to resolve cross-workstream dependencies and monitor overall progress. C Spire hired Credera to establish a formal governance structure for the working teams. Credera’s program leadership coordinated more than 50 team members across seven cross-functional workstreams, including five vendors and seven internal teams.
Aligning goals and teams for real results.
Aligned with cross-functional business and IT leaders on the program objectives, key players, and target timelines.
Established a formal reporting structure and meeting cadence for working teams, stakeholders, and the steering committee.
Directed work plan development, built program schedule, and drove progress against the plan.
Identified, tracked, and mitigated cross-functional risks and dependencies.
Facilitated regular program meeting cadence and drove issue resolution.
Communicated customer and business process impacts and supported C Spire’s corporate communication and training.
Smooth final deployment by supporting testing and onsite post-production care with users.
Converting planning into user adoption.
IMPROVED TRANSPARENCY, ALIGNED TEAMS, & REDUCED RISK
Credera’s program leadership provided the steering committee and stakeholders with concise, timely, and action-oriented reports that drove status transparency. By providing a point of view on key program issues, Credera helped C Spire’s leadership make informed decisions to quickly align teams and reduce risk throughout the program lifecycle.
ENABLED SUCCESSFUL SOFTWARE DELIVERY
Despite starting off behind schedule, the working teams successfully delivered the billing and support platform into production prior to a key code freeze.
SUPPORTED BENEFIT REALIZATION
Credera kept home services business stakeholders informed throughout the program and supported testing and training efforts that drove higher user adoption.