Case Studies for Industry, Processes, and Technologies
| Project Background | A worldwide provider of industrial gases The company supplies atmospheric, process and specialty gases, high-performance coatings, and related services and technologies to a wide diversity of customers. |
| Business Challenge | • Call Center IVR underutilized and the customer needed a capabilities assessment of the new corporate IVR system to realize ROI on this capital investment • Most process tasks were manual and the current Call Center system did not have automated event management capabilities • Several non-integrated technologies and data sources were involved in the Call Center processes • There were multiple and disparate channels of communications between the Call Center Agents, Customers, Drivers and Sales & Service account teams. |
| Project Approach | • Five person project team worked with cross-functional team of client staff, departmental management, IT, supervisors, process subject matter experts and executive management over 6 weeks to: • Develop CRM Repository Requirements • Conduct IVR Technology Stack Validation against Call Center “To Be” requirements • Design 4 BPM “To Be” Call Flows utilizing BPM best practices • Develop repository Vendor Selection Criteria for CRM/Repository • Design Technology Stack Diagram “To Be” aligned with corporate technology roadmap • Identify gaps between “As Is” and “To Be” states • Provide Findings/Recommendations/Industry Best Practices for future improvement phases |
| Business Benefits | • Identified non-value add Call Center process tasks and recommended improvements • Identified process tasks to be automated • Provided CRM/Repository Vendor selection criteria • Leveraged existing corporate systems and data for recommended improvements • Identified technology and process changes to monitor for business events and initiate real-time corrective actions |
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