Technology Planning, Requirements, Design, Vendor Selection, and Technology Project Management

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 Over 15 fragmented,out-of-date, and inadequate KBMS.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