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Case Studies

Case Studies

Customer Service Case Study

Customer dissatisfaction with a Fortune 500 Software company was negatively impacting revenue, adding cost and constraining growth.

Analysis indicated a 2 tier channel structure, a 2 week order cycle time, an average call wait time of 20 minutes, high transaction cost, too many mistakes and a history of losing customers. Opportunities were identified for cycle time reduction, automation, improved book to Collect process and organizational structure.

Recommendations included reducing order cycle time to 1 day and wait time to < 1 minute, re-engineering the book to cash processes, automating several process steps, doing a skill gap and organizational analysis.

Execution assembled small cross functional teams with subject matter expertise, mapped existing processes and customer pain points, dissected the process into smaller projects, established measurable goals and success criteria, redesigned the order entry process, eliminated paper, established EDI with major channel partners, identified bottlenecks and eliminated them, implemented new call system with automated routing, automated credit approval for small orders, established system driven metrics for order cycle time, calls, credit processing, re-structured organization to fit new processes, retrained, ensured strategy and goals are understood and reviewed regularly by each layer of the organization and moved the decision point to the front line with escalation points. Established metrics, responsibility and accountability for all – improved order cycle time, invoice processing, average call hold time, transaction costs and customer feed back.

Sustainability established Quality Review Process, reviewed metrics, identified areas of opportunity and corrected them, reviewed process issues and corrected them , naturally guided the organization to continuous process improvement methodology, ensured organization was self sufficient before concluding the program.