Consera Inc - A New Approach to Management Consulting +1-408-504-7571
Case Studies
Customer Care Expertise:


  • Call Centers
  • Integrated Telephony
  • Transaction Management
  • Portals
  • Ecommerce
  • Customer Data Management
  • Automated Order Processing
  • Data Interchange
  • Re-engineering Book-to-cash
  • Organizational Development
     
Successes:


  • Streamlined global book-to-cash process for Fortune 500 company improving customer satisfaction by 200%
     
  • Reduced global transaction processing from 2 weeks to same day
     
  • Implemented a global back office enabling a new business model that generated >75% revenue growth for a Fortune 500 company
     
  • Implemented global e-stores creating company’s highest margin channel
     
  • Decreased Customer Data duplication by 95% with long term sustainability via governance board
     
  • Created management reporting system and used kaizen for continuous process improvement
Customer Care Practice

  • Customer Experience Assessment

Assess and Benchmark customer expectations

Evaluate ease of doing business with us

  • Process Improvement

Deploy end to end process and system improvements to delight, retain and expand customer base

Capitalize on cross-sell and up-sell opportunities

Utilize Kaizen and other team centered methodologies for continuous process improvement 

  • Automation and Infrastructure

Automate across multiple channels where ROI makes sense

Leverage mobility, telephony, email, social media and self help

  • Customer Data

Define customer types and hierarchy

Standardize customer profile and access points

Cleanse and de-dupe customer master

Establish data governance

  • Right-Sourcing

Evaluate opportunities especially for low or non value-add transactions that cannot be automated

Assess opportunities to simplify global reach and new market development 

Leverage tax and other financial benefits

  • Benchmarking

Evaluate how we are doing vs. best in class 

  • Training

Develop and Deploy training for employee engagement and sustainability   

  • Metrics and Reporting

Develop and Deploy day to day controls


 
Customer Care Service Offerings

  • Customer Satisfaction Survey   [ + ]
  • Interview selected Executives and customer service staff to understand the business landscape
  • Detailed survey of 50-100 targeted customers to get a deep and comprehensive understanding of what works well and what doesn't work so well, and to identify areas for improvement in enhancing the customer experience
    • Face-to-face
    • By Phone
    • By Email
  • This information will form the foundation to define goals and perform analysis, recommendation, implementation and sustainability phases.
  • Telephony and Intelligent Customer Routing Analysis and Recommendations   [ + ]
  • Review goals and operating objectives for key stakeholders in the organization
  • Thorough analysis of the existing phone system and its capabilities including but not limited to:
    • Intelligent customer routing
    • Speech and voice capabilities and utilization
    • Smart transaction processing
    • Up sell and cross-sell messaging, IP phones and etc. to meet current and long-term needs of the enterprise
  • Define gaps and develop a plan
  • Recommend and attain approval
  • Book-to-Cash Process Analysis and Recommendations   [ + ]
  • Identify goals of key stakeholders and understand their alignment with organizational goals and objectives of the company
  • Perform a deep-dive into B to C processes sub processes, e.g. Order Management, Customer Contact, Issue Tracking and Escalation, etc. to develop action for implementation
  • Analyze each sub process individually and as part of the whole
  • Evaluate system gaps and develop an actionable remediation plan
  • Evaluate automation opportunities
  • Make recommendations
  • Organizational Assessment   [ + ]
  • Meet with stakeholders and the executive team to fully understand organizational goals, philosophies, operating paradigms and strategic vision and congruence
  • Generate a statement of work and project plan to capture .
  • Interview involved personnel and assess:
    • Existing capabilities in the organization and the ability to achieve organizational goals, e.g. buyers vs. commodity managers
    • Root out any philosophical, operational, cultural impediments to maximizing organizational success
    • Team attitude and understanding the mission and purposes of the enterprise
  • Review all relevant processes
    • Customer touch points, calls, orders, issues, credit and collections
    • Escalation
    • Telephony
    • Screen POS and knowledge base [DB doesn't understand]
    • Cycle Time
    • Accounts Receivable management and escalation
  • Series of follow-on status meeting(s) with stakeholders to clarify findings, assess remediation efforts and re-define corrective actions where necessary
  • Generate initial assessment and recommendations
  • Meet with Stakeholders
  • Finalize assessment and recommended plan organization, training, etc.


For a practical implementation please see Case Study for Customer Care Practice