Victor C Onyeneke

  • Delivery & Implementation
  • Ikeja Electric PLC
  • Operations Improvement
  • May, 2018
  • -
  • June, 2019

Customer Service Center Expansion Initiative

Summary

Led coordination of a multi-site rollout of customer service centres, expanding access to in-person support through company-owned and franchise locations.

Actions/Responsibilities:

Project Coordinator
(Cross-functional internal teams (branding, IT, procurement, operations) and franchise partners.)

Goal:

Limited accessibility to existing service centres created barriers for customers seeking in-person support, contributing to congestion, longer wait times, and inconsistent service experiences. The objective was to expand access through strategically located, well-equipped walk-in centres.

Scope:

Coordinated end-to-end rollout of new service centres; coordinating timelines, aligning cross-functional teams, supporting site setup, and ensuring service readiness and customer experience standards.

Strategy/Approach:

Implemented a coordinated rollout of company-owned and franchise service centres, supported by standardized service models and cross-functional collaboration. Focus areas included consistent branding and customer experience design, integration of IT systems for service delivery, and structured coordination between internal teams and franchise operators to ensure timely and uniform deployment.

Results/Outcomes:

Expanded access to face-to-face customer support, bringing services closer to underserved communities.
Established modern, customer-friendly environments that improved accessibility and trust.
Contributed to improved customer satisfaction and increased revenue collection through enhanced service reach and convenience.

Lessons Learned:

Standardization is critical to maintaining consistent service quality across multiple locations; investing early in operating procedures, training, and quality monitoring reduces variability and complaints.

Franchise success depends on selecting partners with strong customer service capability and providing ongoing operational and technical support.

Unified systems and shared processes enable better coordination and visibility across locations.

Data-driven location planning and customer journey mapping are essential to avoid inefficient expansion.

Early stakeholder alignment and pilot rollouts help reduce internal resistance and surface operational issues before scaling.

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