Everybody in Ireland knows open eir. You’ve seen their distinctive green and white “Connecting Ireland with superfast fibre broadband” vans on the streets, installing fibre lines into business premises and into homes across the country.
You’ve probably also seen vans from Circet (pronounced “sur-say”) who are open eir’s key partner on the ground. We have to mention them in this award as they are an integral part of the open eir teams who operate at the coalface and meet customers on a daily basis.
2024 was our second year working with open eir. What impressed me the most about their approach to implementing a Customer Relationship Quality (CRQ) programme was the extent to which they embraced the whole CRQ approach – taking the feedback at face value, closing the loop with the customers, putting in detailed (in fact, very detailed!) responses to all of the feedback, and kicking off a transformation programme that they are committed to for the long haul. They know it’s not a 12-month initiative. It’s a journey.
Some of the specific actions that open eir took in 2024 included:
Our Deep-Insight CX Consultant managing the open eir relationship is Kate Casey. She knows the team intimately and had this to say:
“Following last year’s results, the entire open eir team – from the leadership team down to Customer Service Managers (CSMs) and networks engineers – jumped in and took decisive action. No messing around with these guys! They have managed to figure out how to embed customer centricity into every aspect of their daily operations. Their commitment to embracing change and prioritising customer-focused principles has been exceptional.
What was fantastic was seeing such impressive improvements in their CRQ scores this year. That’s proof of just how deeply these values have become embedded into open eir. This award is a recognition of their hard work and commitment to making a meaningful difference for their customers.”
I fully agree with Kate. On a personal note, it has been both a pleasure and an honour working with the open eir team over the past couple of years. I’m absolutely delighted to see them win the “Embracing CRQ” award this year. It was thoroughly deserved.
John O’Connor
Una Stafford, Managing Director Networks, and Maeve O’Malley, Managing Director, Wholesale, have been leading the charge on open eir’s CX transformation journey over the past two years.
Both Una and Maeve are industry veterans who understand the challenges of a cultural transformation in large complex telecommunications environments. However, their real skill has been to convince hundreds of people in both open eir and Circet to embrace Customer Relationship Quality (CRQ) as a way of life.
In accepting the award, Maeve O’Malley has this to say:
“Working with Deep-Insight has given us the quantitative data we need to understand the areas we need to work on, to improve our operators’ experience with open eir. The findings from last year created the foundation for our 2024 plan and this year’s assessment is now helping us understand what’s working and where we still have gaps.
“The data has also helped galvanise our teams with a shared understanding of the transformation required. The insight from the team has added huge value, not only in helping us understand the challenge ahead but also supporting us in developing and prioritising our plans.”
At open eir, we’re building Ireland’s fastest-growing full fibre network. Our network reaches far and wide, transforming the way individuals, businesses, and communities experience the digital world. With over 1.3 million homes and businesses across 26 counties now able to access faster speeds through any one of our 29 trusted retail service providers, we are the architects of a brighter, more connected future for Ireland.
Find out more about open eir at www.openeir.ie.
Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.
For more information, go to deep-insight.com or email us at sales@deep-insight.com.