1. Maximizing Customer Success and Loyalty
2. Customer Insights and Value Optimization
3. Contact Center Effectiveness
IMPACT
• Defining a global operating model to achieve the strategic objectives that optimizes:
- Onshore/offshore labor mix
- In-house/outsourced labor
- Skills/cost distribution, and
- Operational efficiency/effectiveness
• Rationalizing existing BPO vendor relationships
Results
Helped realize $70M in EBITDA improvement for a $2.7B technology company through SSC/outsourced labor optimization, org design
4. Field Operations Effectiveness
5. Global Resource Strategy
THE SECRET TO CUSTOMER SUCCESS
Five key areas of focus to create value for customers
Maximixing
Customer Success and Loyalty
Customer Insights
and Value Optimization
Contact Center Effectiveness
Field Operations Effectiveness
Global Resource Strategy
IMPACT
• Optimizing field staffing including increasing utilization, optimizing field tech coverage, and internal vs external mix
• Improving resolution effectiveness via reducing re-trip, re-work, and optimizing on-site time
• Focusing on improving total asset utilization including fleet, parts, and equipment
Results
Identified $95M – $130M in Field Services organization’s cost reduction and margin improvement opportunities for a $20B North American satellite TV provider via consolidating outsourced field tech vendors, limiting unnecessary and repeat truck rolls, improving field routing / scheduling platform, and increasing fleet vehicle utilization
IMPACT
• Increasing operational visibility, effectiveness, and efficiency across contact centers, geographies, and offerings
• Enabling digital performance management, call routing, workforce management
• Improving agent optimization: Engagement, utilization, KPI performance etc.
Results
Helped a $2B global leader in mobility services with 100M+ customers increase contact center outsourcing rate from 40% to 80% and decrease the cost per contact by over 25% while still maintaining the CSAT
IMPACT
• Acquiring Higher Value Customers
- Lookalike modeling using CLV-based segmentation to identify high CLV prospects
- Targeting prospects with attractive financial returns based on CLV and CAC (customer acquisition cost)
• Improving Tracking of Customer Value Over Time
• Utilizing Rewards and Incentives to Maximize Customer Value
Results
Realized >$150M in revenue for $6B Telco provider via changing customer acquisition and retention strategy
IMPACT
• Enhancing “Customer Success” capabilities, including proactive customer communications, hunter/farmer approach, enhanced wallet share, and optimized Customer Lifetime Value (CLV)
• Strengthening customer loyalty and renewal rates and reduce churn, leading to improved Net Retention Revenue (NRR)
• Enhancing service delivery, services monetization, and margin performance, leading to positive EBITDA impacts
• Achieving visibility on services revenue and optimize pricing, entitlement, and attach rates
• Integrating digital capabilities to optimize operational visibility, margin performance, attach rates for services, and customer churn risks
Results
Reorganized renewal sales organization for a $2B cloud services provider and improved B2B renewal rates from 75% to 90% - realized $100M improvement in renewal sales (while achieving $450M in cost savings) in 18 months