Technology Planning, Requirements, Design, Vendor Selection, and Technology Project Management - Selected Case Studies

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 Over 15 fragmented,out-of-date, and inadequate KBMS.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

Project Background

A large ILEC/CLEC that provides voice and data services to several hundred thousand customers.

Business Challenge
  • Call centers were supported by a Central Office switch with ACD software providing only limited capabilities and management information
  • Agent desktop application environment was very complex which led to higher than average error rates and handle time
  • Company required a fully integrated contact center technology and desktop solution to enhance the customer experience
Project Approach Within 2 months, in conjunction with the client, we:
  • Developed corporate vision of customer care
  • Conducted a needs assessment
  • Developed high-level technology requirements based on the corporate vision
  • Created a business case for recommendations
  • The project team presented the business case to executives and gained approval
  • In three months, a three person consultant team worked with the client to define requirements, develop RFPs, review vendor presentations, and negotiate contracts
  • The project team worked with the vendor to assist in implementation and acceptance of the new solution through 2 phases.
Business Benefits
  • The client saw increased sales and decreased costs within the first quarter following implementation
  • The client leveraged the improved reporting and customer insight capabilities of the new system to identify repeat caller issues and developed action plans which reduced repeat calling rates by 30%.

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

See more examples of our experience, including Sample Deliverables, more detailed Case Studies, and Client References…