Case Studies for Industry, Processes, and Technologies

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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