Revolutionizing the technology industry with consulting services for Fortune100 Companies
We partnered with a client to grow its “Moves, Adds and Changes (MAC)” customer service offering. We identified an opportunity to improve overall efficiency through comprehensive demand planning and a resource management structure. The goal was to increase our client's service capacity, while reducing overall cost structures, maintaining quality, and achieving service level agreements for their customers.
Our approach was to create a new, scalable service model, designed to increase our client's capabilities for processing MAC requests and to improve support center efficiency. The model included a new pricing structure that based service charges on completed tickets rather than on the time spent solving issues.
With a clear understanding of the volume metrics, our engagement management team forecasted demand. This informed optimum sizing of the workforce and enabled them to elegantly handle the cyclical volumes. In short, we took responsibility for managing the efficiency of the team while simultaneously maintaining the required quality and customer satisfaction levels.
After doubling throughput during a 6-month pilot phase without any increase in the client’s costs or headcount, the now-optimized program was scaled. The team size was ramped up ten-fold, trained and onboarded in a period of just three months. Our team was able to successfully handle 12x the original work volume without compromising customer satisfaction or quality.
Our client is now well positioned to expand service offerings for existing customers and to build upon their success and credibility with prospective new customers, all at a per ticket cost two-thirds below the original approach being used.
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