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Lebara Mobile
Financial Alert Dashboard
Giving a telco real-time clarity on their finances — and catching the problems before the complaints.
Client
Lebara Mobile
Markets
8 countries
Data source
Adyen
Sector
Telecoms
01 — Background
A weekly review, run off a spreadsheet.
Lebara is a telecommunications company operating across eight countries, including the UK, USA, Germany and Australia. It had grown fast enough to be grappling with operational inefficiency.
One concern stood out: the weekly financial review. It was run on Monday mornings, from spreadsheet reports supplied by Adyen, their payment service provider.
02 — Problem
An error on Friday afternoon stayed invisible until Monday morning.
Problem, in detail
A two-day window with nobody watching.
Reviewing performance weekly meant problems were detected late, because nothing surfaced until the scheduled review.
Anything that went wrong over a weekend went unnoticed until Monday — a vulnerable two-day window opening every Friday, across eight markets, with revenue running through it the whole time.
03 — Solution
A live world map instead of a weekly report.
We built a real-time world map showing every city within Lebara's operating footprint, giving a near-live view of financial change.
Each city is a circle. The circles expand and contract with current conditions, and shift from green to red as those conditions worsen. No interpretation required — the anomaly is the thing that changes colour.
How it reads
04 — One Friday afternoon
Amsterdam turned crimson.
The clearest proof the dashboard worked arrived unprompted, in front of an office full of people, on exactly the afternoon the old process was blindest.
Friday, afternoon
The anomaly
Amsterdam's circle turned crimson and began to shrink — a perplexing shift for one of the company's top-performing centres.
Minutes later
Swift action
Because the screen was in the open office, the change was spotted immediately and triggered an investigation rather than a Monday agenda item.
The cause
A broken button
A malfunctioning "pay now" button on iPhone 5 screens was disrupting the top-up process for an entire segment of customers.
Before the weekend
Averted
Timely intervention prevented the financial damage that would otherwise have accumulated across the weekend, unseen until Monday.
05 — Impact
The review stopped being a meeting.
The financial review went from a closed-group meeting nobody looked forward to, to a prominent screen in the office that staff argued in front of.
Early identification
Emerging problems became visible as they emerged, not days later — which is the whole difference between mitigating an issue and reporting one.
Rapid resolution
Once something was visible to everyone in the room, resolution stopped needing a scheduled forum to begin.
A shared object to argue with
The dashboard gave finance, engineering and operations one artefact to point at, and the conversations around it got noticeably livelier.
Better customer experience
Faults were found and fixed before customers had to report them, which meant fewer complaints rather than faster complaint handling.
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