Case Studies for Industry, Processes, and Technologies

Project Background

A major provider of financial services to students and education lenders. The company was operating 4 isolated call centers throughout the country. Growth through acquisition had created a customer service technology environment that was fragmented, outdated, and forced inefficient use of resources.

Business Challenge Create an environment where:
  • All contact centers could work together as one
  • Technology was scalable
  • Technology could support not only the call center but non-call center employees and executives
Project Approach
  • Working with client executives, the project team defined a vision for customer service and developed high-level technology requirements that support the vision
  • The project team presented the business case to the Board and gained approval
  • The team developed RFPs, facilitated vendor presentations, and negotiated contracts
  • The team was also engaged to work with the vendor to implement and gain acceptance of the new solution
Business Benefits
  • In 5 months, the project went from initial discussion of vision to Board request for funding to receiving live calls in the first call center
  • Second site was live and operational only 4 weeks after first site
  • As result of having clearly defined vision and technology plan client was able to roll-out new solution to the remainder of the organization – over 2,000 employees, a total of 800 call center agents , adding WFM, predictive dialing, and QA monitoring- quickly, using internal staff, at significant savings (ROI to client from consultant services estimated at over 600%)
  • Substantially increased customer satisfaction, improved calls/account ratio, and reduced cost of service/account by using improved management information capabilities

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