Digicel had been experiencing diminishing returns with the development of Wi-Fi communication. Digicel required a global transformation of its organisation across 33 markets. VISION was approached by Digicel to be part of its transformation programme with a specific focus on customer service operations. Customer service agents were fielding more than 19 million calls per annum.
The majority of the programme needed to be mobilised and to realise benefits before the end of 2017.