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Case Studies

Contact Center: Global Telecom

Company Profile: Global telecom with more than 55 million customers worldwide To reduce delinquent accounts and improve customer satisfaction (CSAT ratings) in a highly competitive industry, a global telecom provider needed to reinvigorate their brand reputation and elevate the customer service experience. Business Challenges: Lagging customer satisfaction ratings Losing market share Pricing and financial pressures Increased…

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IT Managed Services: Hospitality Industry

Company Profile: Client operates several full-service restaurants throughout various states. In response to rapid growth and doubling its staff in two years, the client needed to streamline information flow and business processes as well as get IT operations in compliance with SAS 70 requirements.  Like many growing businesses, the client faced numerous challenges in maintaining an…

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IT Managed Services: Global BPO Industry

Company Profile: Client provides Business Process Outsourcing (BPO) delivering customer care and collection services for a host of contracted large cap businesses including Fortune 500 companies. The client currently places more than 2.2 million calls per month and requires 99%+ uptime. Client maintains office locations in Phoenix, Chicago, Costa Rica and Philippines with other global remote…

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Business Analysis: Legal Industry

Client Profile: Non-profit organization that provides legal education and development programs for the legal profession and public. Client’s technology departments were separated causing dissonance among employees and customers. General lack of synergy existed leading to duplication of efforts and ineffective practices. IT and software projects were months behind schedule. Additionally, the help desk and support…

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