AAPT was in the process of developing a new brand strategy, ambition and set of principles for the organisation.

Business Challenge

The organisation recognised that the process of change would require high levels of commitment from the Customer Services Leadership Team and that they would need to establish a Task Force to develop their own charter and set of values prior to it being adopted by the Customer Services community of approximately 600+ staff.


CMC led a program of work to build a high performing Customer Services team. The management team consisting of 34 people came together for two interactive workshops, facilitated by CMC to define their Vision and Values for Customer Service. “Together, making service simple”.

The project was referred to as EVOLVE which symbolised “Embarking on our journey with Vision, achieving our Objectives, Living our Values and Embracing change”.

The key milestone for the EVOLVE Project was the design and delivery of focused workshops across the entire Customer Services community of approximately 600 people.

CMC also managed the Change Program to transform the Service Operations business for AAPT’s Wholesale & Corporate customers. This involved successfully managing the build of multiple service centres from recruitment through to deployment of systems and training. The reengineering of process across the customer service, fault handling and billing dispute areas and establishing handoffs to Tier 2 support groups. Establishing and leading the Operations Support team of Business Analysts, Communications Team, Training & Development Team, Intranet Development, Workforce Planning, Technical Writing, Resource Management, Workforce Planning and Reporting.