Expansion of XYZ Telecom Australia - Case Study

Assignment Task

XYZ Telecom(XYZ) was founded in 1982 in Victoria as a regional phone service provider. As part of an aggressive growth strategy over the last 10 years, XYZ has expanded operations nationally and has developed strategic partnerships with government agencies, universities, and one national health fund. Today, XYZ provides both business and residential sectors with a comprehensive range of mobile and fixed line broadband and voice services.

Starting in early 2019, XYZ underwent a significant restructure in its technical and customer service divisions. This was in preparation to increase the company’s global reach and to manage the financial and technical challenges that were expected to occur as customers transition to the national broadband network (nbn^TM). Coupled with the already aggressive growth strategy, the 2019 restructure led to engaging with an increasing number of contracted and sub-contracted staff, particularly amongst the onsite technicians.

Since the restructure, XYZ has experienced a sharp rise in complaints from customers related to the frontline customer service and technical support. The Accounts department had become stricter in terms of timelines that frequently resulted in customer disconnection. Customers also reported that the onsite technicians were often unprofessional and unable to answer specific questions about XYZ services. Mobile customers experienced an increasing number of service dropouts, and the most widespread service disruption left approximately half of XYZ customers without service for more than eight hours. Although XYZ apologized and compensated customers for each dropout, the company was generally unable to provide a public explanation.

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