Case Studies

Contact Center Improvement Project

Poorly performing provider services contact center in need of operational improvements in order to improve member experiences, reduce cost and save a key client relationship. Project delivers 4.4:1 ROI and 68% better service levels. 42 improvements made to the business in 15 weeks.

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Contact Center and Lending Operations Improvement Project

Credit union call center struggling to meet service levels with declining NPS. Lending teams reliant on antiquated processes with little performance insight. Project delivers 372% improvement in service level, 84% improvement in abandon rates, 17 future-state process designs and robust performance management solutions in all areas.

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Contact Center Improvement Project

Credit union cannot meet member needs in terms of service level and abandon rates. Project raises service level to highest levels seen in more than two years while also improving NPS, talk time and slashing expense by nearly $1.00 per call.

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Contact Center Improvement Project

Credit union support services contact center struggling to keep pace with growth and increased complexity. Project delivers 3.5:1 ROI and more than $2M in total benefit. 61 total process improvements made during the 18-week project.

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Back Office and Contact Center Project

Multi-site hotel chain geographically dispersed across the United Kingdom. In a rapidly growing market the organization struggled to sustain market share as sales were flat and operating costs spiraled out of control. Investment had recently been made in sales but nothing had seriously been done to get a handle on cost. Project delivers 35:1 ROI in 14 weeks. Seriously.

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Back Office Improvement Project

One of the nation’s leading transportation suppliers, providing traditional rail-based transportation services as well as intermodal containers and trailers. With a proud history of more than 150 years, strong guiding principles and an unambiguous purpose to capitalize on the efficiency of rail transportation to serve America, the company had a demonstrated track record of success, yet was always looking to get better.

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Back Office Improvement Project

A BPO global leader in providing technology-enabled business solutions and services. The BPO Level 1 technical helpdesk sat in North America and provided desktop technical support for external clients and internal users. This team was the first line of support that would remotely help end-users with issues such as password resets, software downloads and email.

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Back Office Improvement Project

One of the pioneers in the health insurance industry with a long track record of providing customers with excellent health benefits. A trusted insurer since 1934 and the oldest and largest health insurance company headquartered in Ohio.

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Back Office Improvement Project

A global, billion dollar Software 500 member that is a leader in enterprise performance management software. Over the past 10 years the organization experienced tremendous growth through acquisitions and increased market share. In the midst of this hyper growth, the company recognized that in order to continue exceeding shareholder expectations a greater focus on customer experience was required.

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Contact Center Analytics Support

The country’s largest provider of health insurance maintained six steady-state contact centers offering customer care to more than 40 million customers. The centers supported chat, email and voice channels (30 million calls annually). State of the art technologies were used effectively to run the business and deliver on its promise of service and quality. During open enrollment the centers employed more than 4,000 customer service reps.

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Two Week Assessment

A leader in providing financial services to the trucking industry, the company had prospered for more than 40 years and rarely used external partners to improve performance. They were privately held, operated in the Midwest and were considered one of the best employer’s in town. As a result, it was one of those places where mothers and daughters worked, sisters and brothers, and everyone sort of knows everyone.

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Back Office Verint I360 Refresh

The company deployed Verint’s I360 workforce optimization (WFO) suite across several back office business units in 2008. For the first few years the company derived benefit from the implementation; however, in time that faded. The performance standards became outdated and untrusted and the supporting management disciplines deteriorated severely. Essentially the solution became shelfware and was delivering zero value.

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