SERVICES | CUSTOMER ENGAGEMENT

CASE STUDY

Deep Dive Operations Assessment

A Major Insurance Company engaged Piercetech to assess the company's current situation and define a technology and process improvement roadmap that indicated short- and long-term opportunities. The engagement required Piercetech to produce a report that specified immediate and long-term recommendations. Areas of focus included existing technologies, future technology extensions, carrier-provided services and general operations. Each recommendation was to include an estimate of the ROI’s and all recommendations were to be ranked from most to least beneficial.

Piercetech's Assessment Revealed:

• Relatively large overstaffing over the course of a normal work week
• Customer-facing technology growth and productivity limitations.
• CSRs' desktop was outdated and cumbersome
• Call routing, reporting, etc. were not fully/correctly utilized
• Skills grouping and real-time displays were not effectively utilized
• Undetected blockages were occurring in their VPN network
• Customer self-service applications were under-used (especially IVR)
• Over reliance on manual forms/processes to track calls
• Lack of toll free/long distance monitoring (even though tools existed)
• Meaningful call volumes changes since carrier contract last negotiated

Piercetech Key Recommendations Include:

Short-term:

• Issue new RFP to major carriers for voice and data services
• Improve use of existing Avaya Contact Center Capabilities
• Evaluate outsourcing versus physically expanding call infrastructure

Long-term:

• Implement Integrated Workstation Application
• Implement fully-functional IVR

Customer Benefits Included:

• Elimination of toll abuse and network changes yield 1 year project ROI
• Carrier RFP led to $300,000 annual savings
• Selective outsourcing saved significantly over internal expansion
• Avaya utilization improvements saving over $100,000 annually.
• Deploying hosted telephony IVR solution with immediate ROI.

 

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