How we help

Allow us to help you, and you’ll experience:

  1. Increased customer and employee retention
  2. Cost savings
  3. Competitive advantage
  4. Collaboration across the organization (aka: FUN)
  5. Reduced product and service problems

How we help

Allow us to help you, and you’ll experience:

  1. Increased customer and employee retention
  2. Cost savings
  3. Competitive advantage
  4. Collaboration across the organization (aka: FUN)
  5. Reduced product and service problems

What are your goals and challenges?

CASE STUDIES

$540K Handle Time Savings

Situation

A recent acquisition had left a bank’s contact center in turmoil. Volume had spiked and staff turnover sky-rocketed causing a 6-month spiral of poor service levels, high abandon rates, high escalations and brand damage.

Customer Experience: Debit card deactivation and reactivation

  • Customer’s transaction interrupted at cashier
  • Resolution required human intervention
  • Operating hours limited
  • Supervisors and manager required to resolve
  • Could take up to 2 days to fix the issue
  • Customers did not understand limits on their debit cards

Investigation

Using Journey Mapping, we dissected the customers’ experiences, mapped the frustration points to internal processes, and pinpointed process re-design opportunities.

Innovations

Deploy an existing software application to tellers, delegate more resolution authority to the front line, and educate customers better on debit card limits.

Outcome

Saved $540,000 per year by eliminating 800 highly volatile calls per month.

$2M Project Cost Savings

Situation

Multiple, aging billing systems for a telecommunications company must be replaced. Customers have been complaining about multiple bills for a long time, and the systems are no longer supported or upgradable. They wanted to optimize the customer experience prior to the billing system replacement.

Customer Experience: Billing and usage issues comprise 65% of total calls. Handle time exceeds 8:00 per call.

  • Phone and Internet bills come separately. May have different due dates.
  • Usage is confusing resulting in overages and additional charges
  • Pricing plans are complex and too many
  • Lack of system integration makes more work for the customer
  • Inconsistent experiences on mobile app and web site
  • Takes a long time to resolve issues with a customer service rep

Investigation

Over 30 attendees worked two days and mapped the entire customer journey representing every stage of the customer lifecycle: shop, buy, installation, payment, collections, and retention. Innovation sessions pinpointed customer interactions and integrations required for the new system.

Innovations

The technology team realized that the solution they were planning would not meet the customer experience requirements. They used the output of the sessions to design new requirements, stage projects for the next two years and search for a system that would support the customer lifecycle.

Outcome

Identified and saved $2 million in project cost overruns. Identified key requirements for new billing system.

$3M Process Efficiency Gains

Situation

A corporate directive from a business process outsourcer’s parent company dictates $12 million in expense reductions over a three-year period. High-touch branding executed with many manual processes.

Customer Experience: Confusing, emotional processes involving job changes and home buying

  • Customers must meet specific deadlines
  • Conflicting priorities affecting personal and business lives
  • Confusing processes and policies

Investigation

Using a Customer Journey Map, as a guiding principal, a team of over 80 spent 60 hours creating and dissecting processes for each customer lifecycle stage. We identified efficiency opportunities of redundancy, latency and rework.

Innovations

Found over 60 opportunities for efficiency savings and an opportunity to automate workload management.

Outcome

Annual savings of $3.7 million.