| 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.
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| 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.
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| 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
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| 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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