Manufacturing / Distribution

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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