CLIENTS

New Media

Our consultants have demonstrated an extensive and rigorous knowledge of the E-commerce industry and have been assigned to high-profile international online projects for diverse clients in this arena. Clients currently include leading players both in online service provision and online retail services. We have given start-up assistance to key programmes, including taking responsibility for project planning and management leading up to, and including, international roll-out. Our consultants have demonstrated a global understanding of this specialist marketplace.

Specialist assignments in this field have included the following:

Provided the E-commerce project/programme manager to drive E-commerce strategy for a leading retail/telecoms service provider. Consultants provided by Niche took responsibility for the business analysis and programme management of the current E-commerce system upgrades as well as providing analysis for future E-commerce and content management initiatives for new delivery channels...

  • Provision of a VOIP consultant to a UK management consultancy with the following brief:
  • Leading all VOIP financial modelling, analysis & business case development.
  • Leading tactical & strategic recommendations on possible alternatives to VOIP.
  • Leading VOIP workshops.
  • Customer Service consultant to working with a FTSE 500 business in defining and implementing a strategy for migration of customer service activities onto the web and increased customer usage.

This entailed:

  • Ownership and delivery of the E-services strategy.
  • Definition of customer interaction processes (new customer and in-life).
  • Development and management of relationships between the business and support departments for delivery of E-business initiatives and process changes.
  • Cost / benefit analysis.
  • KPI reporting.

Achievements include:

  • Increased penetration of self-serve customers; reduced inbound call volumes.
  • Introduction of new online and customer service processes.
  • Reduced average call handling times.
  • Identification and implementation of new and improved web services and on / offline customer support.

Provision of multilingual launch managers for the introduction of new European portals of a leading international ISP. This entailed:

  • Developing and delivery of a new website with a large number of external dependencies.
  • Assessing suitability of product, content and assets for markets in Italy and Spain.
  • Reviewing product and content offerings in relation to local web competitors.
  • Facilitating and managing communication amongst a geographically distributed team.