Piercetech - Customer Focused Solutions

ASSESSMENTS

Piercetech’s methodology ensures that our team becomes fully immersed in our client’s environment and begins showing results early on. Each stage of our engagement provides the client with actionable results. Piercetech’s team provides the flexibility to adapt to each client’s needs.

Introduction
The assessment effort is comprised of: simulating the customer experience, a series of conference calls, face to face meetings, workshops & brainstorming sessions and technology assessments. It is a structured, facilitated and documented approach to understanding the business objectives, required processes, and related technology requirements needed to achieve the client’s desired business objectives.

During the assessment we gain senior-level visions, conduct stakeholder reviews, gain and understanding of critical operationsmetrics and quantify the components of each recommendation, including ROI justifications. Assessment stages include:

Pre-project customer experience analysis
Questionnaires
Stakeholder Conference Calls
On-site Functional Analysis
Research, Review, and Draft Recommendations
Roadmap and Benchmark
Financial Analysis
Recommendation & Deliverables

Design
At this stage, Piercetech develops detailed technical specifications, a design document and an implementation timeline for the recommendations made in the initial assessment phase. This step includes support in the selection of any additional technology.

Solution Delivery
In this phase, Piercetech takes responsibility for:

Project management
Development and implementation of all products and services (either directly or via vendor coordination) that comprise the solution
Development of custom applications
Performs systems integration services, including integration of new and existing 3rd-party solutions
This full set of turnkey services ensures the timely deployment of the solution, a smooth operational transition and achievement of the stated ROI.

General Assessment Types

Piercetech’s client engagements begin with focused assessments of the client’s environment and operations.† These create a framework for additional, highly leveraged, strategic and tactical recommendations.† Piercetech takes full turnkey and ROI responsibility for implementing these recommendations or works shoulder-to-shoulder with our clients’ internal PM team for delivery.†††

QUICK HIT ASSESSMENT
The intent of a Quick Hit Assessment is to find the processes, procedures and technology insufficiencies that are having the most negative impact on a company’s customer facing operations and technology.† These assessments typically involve 3 to 5 days of on-site work and an additional 7 to 10 days off-site to complete the assessment deliverable documentation.† Using a combination of Piercetech experience and initial guidance from the client, we:

Understand customer service & other key strategies
Observe processes
Conduct interviews with key personnel
Review overall architecture
Examine the supporting technologies
Using this knowledge, we zero-in on the areas whose improvements will yield the greatest impact and fastest return for our client.
The deliverables of this effort includes:
A summary of our findings for the areas evaluated
An overview of their strategic importance to the operations
Recommendations for a “deep-dive” assessment, including:
Substantiation with peer company & industry comparisons
Overviews of the business & operational improvements
A roadmap for completing the deep-dive(s)
Potential ROIs

DEEP-DIVE ASSESSMENT
As the title suggests, the intent of these assessments is to:

Conduct detailed evaluations of customer facing strategies
Evaluate specific operational and technological areas within the related departments.†
Make recommendations for additional services & enhancements
Using the client’s business strategy as a guideline and involving all required functional areas across the enterprise, the evaluations involve:
Following the threads of the processes from inception to completion
Evaluating the performance of each step along the way, including:
- People
- Processes
- Procedures
- Technology

The key deliverable, an extensive, detailed assessment document, answers critical operational and executive questions, such as:†

Where are the processes, broken?
How do our clients’ operations compare to those of their peers?
How are those issues challenging the attainment of corporate objectives?
How are our clients’ customers being impacted?
How much is it costing our clients terms of:
Productivity
Sales (new and add-on)
Customer attrition
Client-specific key client measurements
How can business objectives and strategies of each area be unified?
What can be done to improve processes?†
What path can be followed to implement changes in the most profitable, least disruptive manner possible?

Key roadmaps are included in the assessment documentation and presentation.†

These include:

Timelines to implement the recommendations
Beginning at the current state
Interim steps
Ending at the desired state (often attainment of “best practice” or “world-class” operations)
Costs to implement each step in the roadmap
ROIs associated with each step in the roadmap

		ASSESSMENTS Piercetech’s methodology ensures that our team becomes fully immersed in our client’s environment and begins showing results early on. Each stage of our engagement provides the client with actionable results. Piercetech’s team provides the flexibility to adapt to each client’s needs. Introduction The assessment effort is comprised of: simulating the customer experience, a series of conference calls, face to face meetings, workshops & brainstorming sessions and technology assessments. It is a structured, facilitated and documented approach to understanding the business objectives, required processes, and related technology requirements needed to achieve the client’s desired business objectives. During the assessment we gain senior-level visions, conduct stakeholder reviews, gain and understanding of critical operationsmetrics and quantify the components of each recommendation, including ROI justifications. Assessment stages include: Pre-project customer experience analysis Questionnaires Stakeholder Conference Calls On-site Functional Analysis Research, Review, and Draft Recommendations Roadmap and Benchmark Financial Analysis Recommendation & Deliverables Design At this stage, Piercetech develops detailed technical specifications, a design document and an implementation timeline for the recommendations made in the initial assessment phase. This step includes support in the selection of any additional technology. Solution Delivery In this phase, Piercetech takes responsibility for: Project management Development and implementation of all products and services (either directly or via vendor coordination) that comprise the solution Development of custom applications Performs systems integration services, including integration of new and existing 3rd-party solutions This full set of turnkey services ensures the timely deployment of the solution, a smooth operational transition and achievement of the stated ROI. General Assessment Types Piercetech’s client engagements begin with focused assessments of the client’s environment and operations.† These create a framework for additional, highly leveraged, strategic and tactical recommendations.† Piercetech takes full turnkey and ROI responsibility for implementing these recommendations or works shoulder-to-shoulder with our clients’ internal PM team for delivery.††† QUICK HIT ASSESSMENT The intent of a Quick Hit Assessment is to find the processes, procedures and technology insufficiencies that are having the most negative impact on a company’s customer facing operations and technology.† These assessments typically involve 3 to 5 days of on-site work and an additional 7 to 10 days off-site to complete the assessment deliverable documentation.† Using a combination of Piercetech experience and initial guidance from the client, we: Understand customer service & other key strategies Observe processes Conduct interviews with key personnel Review overall architecture Examine the supporting technologies Using this knowledge, we zero-in on the areas whose improvements will yield the greatest impact and fastest return for our client. The deliverables of this effort includes: A summary of our findings for the areas evaluated An overview of their strategic importance to the operations Recommendations for a “deep-dive” assessment, including: Substantiation with peer company & industry comparisons Overviews of the business & operational improvements A roadmap for completing the deep-dive(s) Potential ROIs DEEP-DIVE ASSESSMENT As the title suggests, the intent of these assessments is to: Conduct detailed evaluations of customer facing strategies Evaluate specific operational and technological areas within the related departments.† Make recommendations for additional services & enhancements Using the client’s business strategy as a guideline and involving all required functional areas across the enterprise, the evaluations involve: Following the threads of the processes from inception to completion Evaluating the performance of each step along the way, including: People Processes Procedures Technology The key deliverable, an extensive, detailed assessment document, answers critical operational and executive questions, such as:† Where are the processes, broken? How do our clients’ operations compare to those of their peers? How are those issues challenging the attainment of corporate objectives? How are our clients’ customers being impacted? How much is it costing our clients terms of: Productivity Sales (new and add-on) Customer attrition Client-specific key client measurements How can business objectives and strategies of each area be unified? What can be done to improve processes?† What path can be followed to implement changes in the most profitable, least disruptive manner possible? Key roadmaps are included in the assessment documentation and presentation.† These include: Timelines to implement the recommendations Beginning at the current state Interim steps Ending at the desired state (often attainment of “best practice” or “world-class” operations) Costs to implement each step in the roadmap ROIs associated with each step in the roadmap
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