Case Studies for Industry, Processes, and Technologies

Project Background

A large cable MSO with five call centers with over 1200 agents with no CRM solution. Over 15 fragmented,out-of-date, and inadequate KBMS. No standard content management tools or processes

Business Challenge Develop strategy for CRM and KBMS to:
  • Increase sales and First Call Resolution rates
  • Reduce AHT, error rates, agent training time
  • Develop common systems to be leveraged by call centers across divisions
  • Develop process for managing business knowledge
  • Go live in six months or less!
Project Approach
  • Identified vision and key requirements, developed project budget and assisted in presenting business case to executives
  • Worked with corporate IT to develop requirements and designs for CRM and KBMS
  • Facilitated rapid business review of requirements ,designs, content management process
  • Developed and led user test and agent training for pilot implementation
  • Provided post-implementation support to business users.
Business Benefits
  • Avoided $2 million dollar re-licensing cost for one acquired KBMS
  • Met goals for pilot implementation in six months – on time and on budget!
  • Positioned business and IT to roll out systems to all centers and agents – completed within two months after pilot!
  • Provided conversion strategy for prior KBMS

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