Resources

$10M repaid with streamlined debt collection strategy

Our client works in the tough industry of collecting debt and was looking for a way to streamline its collection strategy and assist customers in finding a repayment plan. We helped create new and better plans.

$3 million in savings through contact center optimization

Our client was struggling to maintain their target abandonment rate of less than 5 percent, and hoped to improve that. Our team evaluated their current aspects of business and helped implement our WFM system

56 companies, 19 countries = Millions in travel savings

Our client is a corporation that spans the globe and travel expenses were astronomical. They enlisted our help integrating a video conferencing system, so they could all collaborate without that added expense

AMA makes the most of its keywords

Our client was looking to understand which non-branded keywords played the biggest role in the research and education process. We provided data that helped our client identify and remove those terms.

Analytics focus boosts revenue and customer insight

Lacking a solid foundation to support data-driven decisions, our client was unable to respond effectively to their market. Our data strategists helped them better understand the current state of their abilities.

Asian operator designs strategic CRM roadmap

Our client had just rolled out an organizationwide CRM system but was lacking a customer-centric roadmap. We were able to help them identify 50 potential customer 'wow' interaction moments

Automobile marketing with no blind spots

Our client was looking to better understand the buying habits and lifecycle of their customer base. We developed an analytics-driven solution that provided a better idea of who their customer is.

Better customer service costs less

Our client noticed its commercial loan volume was static, but the unit’s operating costs were increasing annually. We facilitated a week-long session and helped eliminate redundant steps in the process

A clear path to customer centricity

Our client enlisted our help to create a project that would to improve operations, employee engagement, and customer loyalty. We used our holistic approach to create a roadmap.

Clothing retailer meets peak holiday demands

Come holiday time, our client noticed a phone system dilemma: Their outdated system failed 3x in one year. We migrated the client to a Cisco enterprise solution spanning two data centers

Consistency drives efficiencies

A technology manufacturer linked NPS to customer touchpoints to increase accountability and satisfaction

A customer-centric history — and future

Our client was looking to continue its tradition as an industry leader in satisfaction, loyalty, and NPS. We helped implement a new organizational structure and self-help