Case Studies: Customer Support and Customer Service Operational Improvement
Our Customer Support Operations Practice focuses on the efficiency, productivity, and return on assets and investment from inbound customer support and product support functions and improving the operational processes that support our clients' revenue and service streams.
Driving Performance in Customer Service
An Industrial Manufacturing Company wanted to evaluate the efficiency and performance of their Customer Service organization to be prepared to support planned growth.
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Developing Build to Order Capabilities
A product focused company needed to transform into a customer solution provider by building the capability to deliver more customized solutions.
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Creating World Class Customer Service Capabilities
A margin sensitive company embarked upon a journey to world class customer service to differentiate themselves from the competition.
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Optimizing the Call Center
After a series of mergers and acquisitions, a $700-million manufacturer found that it now operated 11 small, overlapping call centers with high levels of manual processes, inefficient staffing, and a product-centric focus that failed to consider the total customer relationship management strategy of the consolidated company.
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Improving the Quote to Order Process (S&OP)
The executive management team at a large food service equipment manufacturer needed to design and implement a highly measurable, Six Sigma compliant method for reducing order entry errors, improving sales numbers, and increasing customer satisfaction around their highly configured products.
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Customer Care Organizational Design for Growth
The home delivery division of a transportation and logistics company experienced 80% growth in a single year, which crippled the operational performance of the customer service division. The client needed an SOS plan to get the group back on track with regard to efficiency and customer satisfaction.
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Using Service to Build Loyalty
A leading manufacturer of power tools launching a new product line wanted to increase their contact with end-users through a no-cost, service-oriented warranty program that would solidify their relationship with end consumers of products, who purchased through a variety of distribution channels.
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Building an Inside Sales Support Team
A mid-market manufacturer needed to create an inside sales team focused on supporting field sales, sales channel partners, and customers in order to contribute to revenue growth.
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Increased Inside Sales Conversion Rates
A health care wellness and disease management company poised for significant growth needed to improve the rate of sales conversions from their outbound call process, but there was little information and few metrics to analyze what was going wrong and how to solve the problem.
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