CUSTOMER ENGAGEMENT

Piercetech's has provided services to many of the largest corporations in the world including one of the world's largest banking institutions, one of the nation's largest credit card processors, a leading residential commercial mortgage servicing & asset recovery concern, Universal American Financial Services, ITC Financial Services, MGS and many others.

Case Studies
To offer a sense of the types of work we do, Piercetech presents four recent case studies for your consideration. Just click on the links for a more detailed explanation of each.

Business Process Management Evaluation & Custom Development
Business process re-engineering project for a Major Bank. This resulted in the development and implementation of consolidated workstation that saves time and enhances accuracy in the call center and the back office.

Predictive Dialer & Outbound Consulting
A study of the utilization of the dialer platforms, staffing methodology and metric gathering & utilization. The recommendations from this study had a dramatic impact on the number of “right contacts” and the dollar volume of collections.

Deep-dive Operational Assessment
This study describes a comprehensive technology and process assessment for a Major Insurance Company that included multiple domestic and international locations.

Deep-dive Strategy Consulting
This extensive engagement involved a complete evaluation of the client’s call center technology, operations, relationships with other operational departments and metric utilization. The recommendations given as a result of this project produced a roadmap to World Class Customer Service while generating ROIs of well under one year.

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