Telecom Italia Group’s organisation was planned to support, in the most efficient way, its new customer-centric approach adopted for the domestic market.
In January 2009, the Group implemented the new organisational model, which is intended to enhance the convergence of technology with commercial offers on the one hand and clients’ needs on the other.
The reorganisation was based on a new segmentation and identification of target groups with three types of clients: consumers and families, business clientele and large enterprises.
This operation has the dual objective of providing better service to the client and making the distribution network more efficient and capable of generating a profit.
Telecom Italia Group’s new organisation was planned to support, in the most efficient way, its new customer-centric approach adopted for the domestic market.
To ensure that all business processes are aimed at the client and his/her satisfaction, the Domestic Market Operations Division is structured with these three macro areas:
Consumer Market
responsible for the consumer client and focused on increasing the innovative network of services used by individuals and families while defending market share in traditional and innovative services (both fixed and mobile)
Business Market
responsible for business clientele and committed to promoting the use of ICT technologies by small- and medium-sized enterprises and SoHo customers while aiming to defend and increase the market share in traditional and innovative services (both fixed and mobile)
Top Clients & Networked IT Services
assigned with increasing the number of Top, Large Account and Enterprise Client customers, while flanking the large industrial and services enterprises, banks and public administration in the transformation of business processes
These three structures are able to best respond to the different needs of the target groups, both when defining the profile of offers as well as in their customer relations skills.
Another defining element of Telecom Italia’s business model is Open Access, the structure that provides access services to Telecom Italia’s retail Sales Division and to alternative operators through the National Wholesale Services Division.
The activities of Open Access and National Wholesale Services for the production of access services are separate and managed autonomously from Telecom Italia Group’s other commercial operations.
