Re-Engineering of the Customer Support Department of a financial software manufacturer. Process re-design and implementation that moved the group from an existing service level state wherein they answered approximately 60% of their incoming calls in about 4-5 minutes to one where they answered 99.9% of all incoming calls in less than 60 seconds, with the balance in less than 120 seconds — with no increase in headcount. Tampa, Florida.
Ecosystem Review and Relationship Renewal: Prompted by the concerns of the external consultant community as expressed in several ways, senior management felt that an independent review of the situation by an outside consultant was indicated. The MBAI review included on-site and telephone interviews and e-mail surveying with a variety of company personnel and members of the external consultant community. The findings and recommendations gave the executive team a range of actionable options for rebuilding and expanding the corporate ecosystem. Portland, OR
Strategy Design Project. Review of goals and objectives for an internet content provider. Preparation and delivery of service strategy, process and technology recommendations. Seattle, WA.
Call Center Design. Analysis and design for potential utilization of state prison inmates for a customer service outsourcing call center. Preparation of written report and implementation project plan. Presentation of findings and recommendations to members of state legislative body. Salem, OR
Medical Center – Research and Design of a call-flow procedure for a medical center serving multiethnic patients in multiple languages. . Researched and analyzed data on call types, durations, and outcomes from operators and executives, designed and recommended strategies, goals, and service level targets for the telephony interface. San Francisco, CA
Support Technology Design Project. Assisted with research and preparation of the system requirements document and implementation project plan for a provincial electric company’s customer service call center, involving a central headquarters monitoring facility and 16 regional sub-stations. Jinan, Shandong Province, People’s Republic of China
Vendor/Product Selection for a case-tracking system for the inbound customer service call center of a Fortune 500 insurance company. Preparation of system requirements documents, identification of appropriate products, management of vendor candidates and product demonstrations. Kansas City, MO
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Customer Support Operational Review. Current state assessment and strategic recommendations for a Fortune 100 electrical systems & components manufacturer. The company had 27 different support sites and over 250,000 products. Recommended consolidation of level one support into one location, to be based on a commercial grade case management system. Assisted with vendor/product selection. 3 years later, the written report was still an active document at the Senior Management level. Chicago, IL; Raleigh, NC.
Product Evaluation Project. Overall project design and management of a team of senior programmers and analysts to conduct a detailed Assessment of the features and functionality of a support/service case management system built by an offshore software manufacturer against its designated competition in the support/service marketplace. Preparation of written report of findings and recommendations. Presentation of findings via satellite video conference to management and development team. Santa Clara, CA
Customer Support Operational Review. Review of strategy, process, people, and technology for a software manufacturer. Recommendation for improvements. Scotts Valley, CA.
Technology Product Design Review. Participated in product design meetings for planning future releases of a major service management system product. Defined and prioritized product features and functionality. San Jose, CA.
Customer Service Operational Review. Current state assessment and strategic recommendations for a large pipe and fittings manufacturer with multinational offices. Assisted with vendor/product selection for a case management system to be integrated into their existing quote-to-cash system. Easton, PA, Ghent, Belgium
The SaaS and Support Project: The shift in the software industry over to the subscription model, where the manufacturer hosted the application on their servers and gave access to subscribers, brought profound changes to the practice of Customer Support. MBAI conducted an extensive study of Support groups from 2009-2011 and produced a Report of our findings. The Report is available in the Customer Success Library of the Customer Success Association. For more information, use this link.
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