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Case Studies Company Confidential - 2008 Case Studies Company Confidential - 2008

Direct Energy Company Overview: • Client is one of North America’s leading integrated energy Direct Energy Company Overview: • Client is one of North America’s leading integrated energy companies and part of the Centrica Group (British Gas). Scope: • Inbound and Outbound services Systems Used: • Inbound/Outbound blended Asterisk based ACD/Dialer Business Needs: • Making sure the current customer base renews their contracts within a very short time frame to ensure that they do not get converted back to the local utility provider • Cost – Limited resources/budget • Keeping track of revenue and profitability Business Solution Offered By Simpro: • Quickly developed an automated preview dialing campaign and with its large core of agents was able to ensure that the customers were called within the expected renewal time frame • Offered an Inbound technology advantage that was especially useful in the case of small renewal lists for other provinces • • Company Confidential - 2008 Business Benefits: Greater than 20% improvement in conversion rates Convinced of service excellence , cient switched its entire regional renewal Inbound program to us. Some of the Optimization Initiatives: Improved Customer Service thru dynamic CRM blending and screen-pop technology. Identify the point ( in terms of list penetration %) where the list performance starts dropping ( in terms of SPH) and then use the following to improve performance – Variable incentive to drive sales revenue – Dynamic predictive dialer management

Primus Telecom, Canada Company Overview: • Client is the second largest alternative communications company Primus Telecom, Canada Company Overview: • Client is the second largest alternative communications company in Canada. Client has ownership in over 23 transoceanic fiber-optic cable systems in Europe, North and South America, and the Asia-Pacific region Scope of Deal: • Inbound and Outbound telemarketing Services • Customer Acquisition Systems Used: • Automated Predictive Dialer • • • • Company Confidential - 2008 Business Challenges: Faced with the added competition to protect and grow its existing customer base very aggressively Need to increase its existing OB channel acquisition by more than 50% Increased competition Business Solution Offered By Simpro: Pay-performance model implemented Hourly reporting timelines implemented Preview dialer used which ensure the clients objective of higher penetration on the lead list is achieved Business Benefits: Sales per hour target exceeded by more than 30% with reduced cost per acquisition Managed to beat clients original cost per acquisition target, largely because it already had the existing infrastructure, bandwidth and highly skilled agents in place prior to the contract Some Optimization Initiatives: Quality monitoring sessions are conducted on a weekly basis with the client. Internal monitoring are done on a daily basis by a dedicated team of one Quality Leader and three Quality Executives. Every agent ideally receives three feedbacks per week which is given in a certain format called as TM (Transaction Monitoring) Sheet. This sheet ensures a close watch on agent’s performance in terms of quality Dialer Report generation & compilation. Transfer of processed data to client through the FTP site (Using Microsoft Access Format)

Hudson Bay Company, Canada Company Overview: • Client is Canada’s largest diversified general merchandise Hudson Bay Company, Canada Company Overview: • Client is Canada’s largest diversified general merchandise retailer, with over 550 retail locations and nearly 70, 000 associates located in every province in Canada • • • Scope of Deal: • Entire life cycle of Clients telecommunications program • Customer Acquisition through inbound and outbound channels • Back-office services • Soft Collections • • • Business Needs: Need to increase its existing OB channel acquisition by more than 50% Increased competition Faced with the added competition to protect and grow its existing customer base very aggressively Significant provisioning errors resulting in both delays to customers and service users Business Solution Offered By Simpro: Worked closely with the client to review and revise scripting to ensure script was capturing maximum required information and ensuring customer’s awareness of the timelines for the service transfer. Suggested and implemented automated messaging to ensure customers were reminded of their service transfer date and loss of voicemail messages Business Benefits: Provisioning rejects down by 35% Sales per hour target exceeded by more than 30% with reduced cost per acquisition Managed the “Cradle to Grave” process ensuring superior customer service. Key Learning & Findings: • Intensive training is essential to ensure delivery excellence on performance and quality • • Company Confidential - 2008 Agile management is critical in meeting dynamic process requirements Efficient planning and resource management

Large Retailer, UK Company Overview: • Fortune 500 UK retailer with over 450 stores Large Retailer, UK Company Overview: • Fortune 500 UK retailer with over 450 stores located throughout the UK and operating in 30 • • • countries § Business Solution Offered By Simpro: Started handling 17 departments, currently handling 53 departments with the same FTE number by tweaking applications to give optimum results Supplier compliance using six-sigma, E-learning modules, documentation were the prime reasons for the improvement Detailed documentation with process flows using IDEF (swim lanes) methodology • • Business Benefits: Supplier compliance improved to 96% Improved merchandise planning to 8 weeks in advance from a 2 week period § Scope of Deal: • Supply Chain / Logistics Process Systems Used: • Citrix • Merchandise Allocation System (Host on Demand) • Buying Processing Tool Client Speak: “ Last week I was able to sent GBP 155 K of stock and this week so far I was able to send GBP 23 K. This wouldn’t have been possible without your help” § • • Company Confidential - 2008 Business Needs: Inefficiencies in processes onshore, resulting in poor performance on metrics High cost of providing service in a non-revenue center Inability to improve process efficiency due to Physical work flow tracking and reporting system. Results driven through process optimization: Process improvements – Old process of Planning, Update and Ratios changed to Ratio, plan and update Increase in accuracy % - 99. 8 % to 99. 99% Queries reduced – 50% reduction in queries Designed a shared query form which helped the IRM see the changes online thus reducing his effort Merchandise allocation time reduced from 36 hours to 4 hours thus helping the IRM with better visibility Suggested that planning for merchandise be done for 2 weeks instead of 1 week thus giving the IRM increased visibility. The suggestion has been implemented. Work completion status report sent to the IRM’s 1 day in advance

Fortune 50 US Retailer Company Overview: • Fortune 50 US retailer with Annual Turnover Fortune 50 US Retailer Company Overview: • Fortune 50 US retailer with Annual Turnover of more than 8 Billion USD. • Scope of Deal: • Procurement & Supplier services helpdesk. Systems Used: • SAP – Ariba • EDI • Gentrack Client speak: ‘ I’ve noticed GREAT improvement in the service I’ve been receiving through the Purchasing Help Desk’ Business Needs: Need to continuously reduce operating costs Limited in-house resources to manage the churn of contingent labor as well as handle strategic core functions; Need to leverage outsourcing expertise to improve business processes. • • • Business Solution Offered By Simpro: Dedicated response unit of suppliers and stores Implemented ‘No PO no pay policy’ EDI based document transfer resulting in efficient entry into the system • • • Company Confidential - 2008 Business Benefits: Call abandonment rate reduced to less than 5% from over 15%. Stores feedback improved to 4. 2 on 5 within 6 months of transition Queue reduced from 4000 to below 500 PR’s maintained at same level Semi-automated the entire process of New store opening In-house resources reduced from 27 to 9 for both helping suppliers with day-today transactions as well as managing strategic core initiatives Reduced operating costs by up to 45% through process optimization Quality accuracy rate above bench mark of 90% on a consistent basis Some Optimization Initiatives: Advanced research done on older purchase requisitions with the help of macros that helped in bringing more visibility of pending requisitions in queue. Emphasis on processing requisitions from system generated reports helped in driving the older PR's (purchase requisition) out of the queue at a much quicker rate than done previously

Medical Supplies Manufacturer, US • Company Overview: With over one billion in revenue , Medical Supplies Manufacturer, US • Company Overview: With over one billion in revenue , the client is a fortune company with over 80 subsidiaries and operations across the globe • • Scope of Deal: Accounts Payable Order Management Secured Debt Collections Oracle Telesales • • Systems Used: Oracle 11 i AS 400 Client Speak: “ The is not as insurmountable as it may seem. I projected cash of 25 M for the month and you all exceeded that by collecting 27. 5 M – great job Zenpro team” Company Confidential - 2008 Business Needs: • • • Consolidation of Accounts Payable activity from Overseas branches Improve productivity & reduction in headcount Fast and Smooth Transition for quick realization of benefits. • • • Business Solution offered by Simpro: Shared Services Center (SSC) operating 24 x 7 supporting global operations Common technology infrastructure established Integrated IT and Business process teams to leverage the infrastructure Business Benefits: • • • § § § 7 Group companies under the SSC umbrella to manage multiple process – AP, AR, OM, Customer Service and Sales support Reduced operating costs by over 40% for most companies Reduced DSO from 53 to 40 days and increased order entry throughput by 35% Over USD 6 million net impact on working capital/cash flow annually for one of the companies Innovative B-O-Cost+ engagement model Past due reduced by 87% Some Optimization Initiatives: Maintaining daily count sheets to keep a track on our daily targets Weekly consolidated reports Daily matrices to keep a track on the work load Maintaining MIS reports and monthly dashboards A dispute report is made to identify how much $ value is stuck in specific region for the entire US. This helped in targeting the affected regions