Success Profiles

Outsourced Telecom Invoice Management

The Challenge
Client had multiple sites, a large volume of disparate telecom vendors and limited staff. Client concluded they should consider outsourcing their telecom invoice management.

The Solution
Reviewed Client’s needs and analyzed current processes. Explored multiple alternatives including in-house implementation, systems outsourcing and full managed services.

The Result

• Identified one-time savings of $319K.
• Implemented a managed services invoice management solution that resulting in annual savings of $296K.

Telecom Invoice Review

The Challenge
Client utilized a complex telecommunications system, had multiple sites, a large call volume and limited staff. Client concluded they needed professional telecom technology assistance.

The Solution
Voice and data invoices were reviewed and analyzed, as well as line configurations and contracts.

The Result

• Credits totaling more than $330K were identified.
• Recurring costs associated with processes were eliminated resulting in annual savings of $250K.
• Vendor contracts were renegotiated resulting in savings greater than $1m.

Vendor Selection and Contract Negotiation - Telecommunications

The Challenge
The Client turned to us to facilitate an independent evaluation and selection of their data and voice telecom vendor.

The Solution
Managed Client’s three-month evaluation and selection process designed to identify a vendor that would best enable the Client’s business and financial objectives. Defined and documented business and financial requirements.

The Result

• Secured a telecom contract that provided the Client with annual cost savings of $2m.

Improve Customer Service for an Inbound Call Center

The Challenge
Client was experiencing issues with customer service response times and the costs associated with customer service delivery.

The Solution
Deliver a Solution that would improve the flow of information between departments, deliver technology solutions that could support quicker resolution to customer issues and requests and to provide a more intuitive and integrated system. 

The Results

• 25% improvement in call handling time.
• Significant improvement in Customer Service.
• Annual Return on Investment of $3m.

Strategic Planning - Increasing Organizational Effectiveness

The Challenge
Client had multiple business units that shared common goals, however they didn’t understand each others issues and needed to work together more cohesively.

The Solution
Surveys were designed to capture the views/needs of the senior managers. Quantitative and qualitative questions were used to encourage survey participation and to capture the most comprehensive view. A formal meeting agenda was devised incorporating the results.

The Result

• Within days of a very successful meeting, a final report was provided to the Client outlining meeting takeaways, recommendations and strategic roadmaps.
• Within the first two months following the leadership meeting, the team recognized significant growth in working collaboratively and began to increase communication.

Cost Savings Initiatives - Software Licenses and Maintenance

The Challenge
Client needed to reduce technology costs by 20% annually.

The Solution
An assessment that targeted opportunities for cost reduction through the elimination of unnecessary software licenses and maintenance agreements, redundant software licenses and license/agreement re-negotiation.

The Result

• Eliminated $300K in annual software expenditures.
• Client needed to reduce technology costs by 20% annually.
• Renegotiated software license agreements and maintenance agreements resulting in $350K in annual savings.