Case Studies

Below are a number of case studies relating to the experience of each of Roger and Margaret Emmens, in the fields of Business Change, Marketing and Communications. For further information please contact us.


Establish Systems Infrastructure - Start-up Mobile Operator

Reporting directly to the COO of the new Mobile Division to set up a GSM operation for an existing wireline operator, Roger managed the selection and then delivery of the implementation projects and vendors for the major BSS systems, with internal team of 4 and approx 70 from 2 integrators.

This included working with the existing IT director to make best use of synergies whilst at the same time setting up a separate Mobile IT department.

Roger's role was to set up the IT and Billing Operations functions, processes, objectives, teams and budgets through to in-service operation; negotiate and implement service level agreements with the relevant stakeholder directors; and hand over an operational in-service department to permanent successor.

Partner, Head of Corporate Communications for Knight Frank

Margaret was responsible for marketing, communications and PR for this international property consultancy, with a team of 16.

During her time at Knight Frank, she successfully launched new and innovative products, improved external brand perception through a series of initiatives to focus brand values and staff perception of the brand message; and made significant reductions in supplier costs for advertising and publications.

In addition, she led the organisation of the company's participation at major trade events, and directed the annual partner conference for more than 400 attendees. She also led the successful submission team for the Sunday Times 100 Best Companies to Work For 2005 award, again raising the profile of the company in the marketplace.

Replacement Billing Systems - European Mobile Operator

The operator needed to replace separate billing and CRM systems for pre- and post-paid customers, and so was seeking a single convergent solution. However, the existing solutions were managed and supported by different directorates, with differing views on how to proceed.

Roger came in as overall Programme Manager, and was able to broker a discussion on business, technical and operational lines about how to move to the required objective, and initiated the first cross-departmental architecture boards.

Upon reaching agreement by all stakeholders on the architecture to be followed, he led the supplier selection and successfully identified a solution acceptable to all, supported by an agreed business case and implementation plan which received main board approval.

Revitalising an existing brand

For an international property company, Margaret led the charge to breathe new life into the familiar corporate brand.

She developed the brand values, implemented branding propositions and established the concept of staff as 'Brand Ambassadors'. The creation of focused brand statements was shown to significantly boost external brand perception.

She also organised the European Marketing Forum for all European office staff to ensure that the brand messages were understood and marketed consistently throughout all offices. This included accommodation, travel, inviting presenters and ensuring proceedings ran smoothly. The outcome was that staff across the international offices understood how to manage and exploit the goodwill already inherent in the brand for maximum return.

Establish Technology Department - South-East Asian Portal ASP

This start-up operation intended to establish a global presence for mobile internet portal capabilities for use by mobile operators on an outsource basis. Roger managed the applications integrator for the initial implementation for launch, successfully helping the first operator in Hong Kong to deliver their web/WAP portal into service. This included defining the site management requirements, building governance processes and tools, and identifying and rectifying shortcomings in the technical architecture to achieve this.

In addition, he recruited a development team for portal applications, and recruited and handed over the operational team to his successor.

Focused marketing for leads generation

For a property company, Margaret set up a telemarketing and business generation team to follow up leads and make new business appointments. This was hugely successful and was rolled out business-wide.

She succeeded in revitalising the approach to pitching for new business, and encouraged innovation in design and presentation.

She also sourced and managed the introduction of a new platform for e-mail marketing to ensure a more focused approach that was on brand and on message. Client response went up by 15%.

Set up BSS/OSS infrastructure - Start-up WiMAX Operator

Roger was responsible for managing three suppliers defining and delivering the BSS and OSS systems stack, ensuring business requirements were captured and met.

As is often the case in a start-up, it was necessary to define project management methods and standards, including change management and release strategy, which were based on Prince2.

Minimal in house resources meant that most activities involved were outsourced, both from a delivery perspective and also from an operational standpoint. The project therefore had also to manage the outsource operations setup.

Innovative approach to delivering low cost publicity

Margaret demonstrated how her inventiveness led to increasing brand awareness in these two examples.

For Knight Frank, she led the successful submission team for the Sunday Times "100 Best Companies To Work For" 2005 Award.

For ColliersCRE, she led the team producing the winning entry to the Estates Gazette magazine's competition to provide their 150th anniversary cover, with a witty cartoon reflecting the heritage of the publication.

Project Manager - Online Mobile Service Provider

For a UK Mobile operator's online SP division, Roger delivered a series of internet projects to time and to or below budget. He managed the redevelopment and relaunch of the portal serving the third party application developer community, leading the selection of platform and suppliers, and managing the implementation, including processes for content management and mentoring the operations staff.

He also led a pilot to deliver web services access to third party developers to present location to a mobile app, from selection of suppliers to delivery into trial service.

Then he managed a phase of upgrades to the Online Shop, managing ongoing business change through test and go-live, and the consolidation and migration in of online accounts from legacy systems of acquired service providers.

Events Organisation

Margaret Emmens has many years' experience of organising both internal and external events, including the following examples.

She organised the annual presence of both Colliers CRE and Knight Frank at MIPIM, the annual property gathering in Cannes. This included arranging lunch programmes and a cocktail party for 750 guests, with hotel and restaurant bookings, cabaret acts, and issuing all invitations; and managing the expenditure to budget.

Margaret organised the stand presence at EXPO REAL, which involved sourcing suppliers in Germany to build and kit out the stand. She managed the dinner and breakfast programmes, presentations and attendance rota, and maintained the database for all invitees, ensuring that the leads obtained were followed up.

"Internal events can be even bigger: Margaret planned and organised the annual conference and staff dinner for 800 employees. This included everything from helping the CEO write his presentation to choosing the wine, booking the entertainment and organising transport. Following the event, she arranged attendee surveys and circulated feedback. "