U.S. Mortgage Company
The Problem: The customer’s telecommunications organization supported a
number of geographically dispersed call centers, each with specific functions.
The department lacked the expertise to define and implement improvements and
technology upgrades required for the centers to remain responsive and/or
The Solutions: Business Essentials & Associates provided the
required expertise and led the effort from start to finish for multiple and
BE&A re-architected the telecommunications infrastructure for the
customer’s US inbound and outbound call center and tightened the linkages with
their offshore center. This complete restructuring resulted in the upgrade
and/or installation of 19 network/system solutions in 38 weeks. The result is
vastly improved customer service, employee efficiency and performance. The
center's industry rating climbed from the mid 40's to number 4.
BE&A transformed a retail inbound call center into a multi-channel
interaction center with the selection, design, and installation of a new ACD
system. This resulted in improved call handling time, abandon rates, and email
response times, provided equal agent compensation opportunity, and improved
BE&A leveraged the new retail call center system to the IT Help Desk and
External Partner Help Desk and integrated the system with Remedy. By utilizing
existing hardware, software, and internal support expertise, the customer saved
approximately $200K. BE&A also
assisted the client in obtaining corporate funding approval.
BE&A developed and implemented an upgraded dialer solution for the outbound
collections center. The replacement of an old and end-of-life system allowed the
customer to increase and refine outbound campaigns and improve center reporting.
Additional items discovered and corrected during the course of these engagements
included errors in telecommunications bills that saved the client $120K during
the vendor contract period and errors in network design that saved the customer
$240K per year.
One Telecommunications Carrier
customer was responsible for a number of product launches as well as a sizable
annual revenue target. The launches
were stalled and revenue attainment was in jeopardy.
The Solution: Business Essentials led the development and
creation of a Wholesale Services group, culminating in the launch of two new
products: International Voice
Service and Undersea Cable Backhaul (from Japan-US, and China-US cables). BE&A organized product teams to conduct
competitive analysis, design billing systems, develop pricing models and
contracts, sales, and build out of services.
The successful rollout and resulting product sales retired 15% of the
company’s annual revenue commitment.
The manufacturer was scheduled to roll-out new global, enterprise-wide sales,
manufacturing, ordering, and tracking system in two weeks.
Five thousand employees needed to be trained and prepared for the flash
cutover of the new system. The
initial project charter neglected to address training and without it,
manufacturing could come to a grinding halt and severely cripple the business.
The Solution: Business Essentials
quickly developed a training architecture and a training course which included
on-line training, self paced training, and a train-the-trainer program, in five
different languages. The system went
live, people were prepared, and immediate gains in productivity and access to
orders were realized.
The client was committed to enabling its large and mobile workforce with new
hand held devices. The rollout was
scheduled, executive expectations primed, but the delivery was in jeopardy
because the new in-house ordering system was defective and wreaking internal
havoc up and down the management chain.
Business Essentials undertook both the fix of the new ordering system, which
handled all types of office equipment fulfillment, as well as the hand-held
device project. For the ordering
system, the consultant engaged a team of internal software programmers and QA
personnel and led them through the identification of issues and bug fixes. The
consultant also fielded complaints from executive management and developed
interim work-arounds to shield them (and IT management) from further
aggravation. At the same time, the
consultant led the project team in provisioning and delivering mobility devices.
The consultant kept both projects on track and the mobility project was
completed on schedule.
The company had a good product and a growing sales force that was having
difficulty finding customers and closing business.
Revenues were languishing, making much needed investment capital
difficult to obtain.
The Solution: Business Essentials
engaged the company’s executive management team, the sales force, and all back
office staff in intensive sales effectiveness training and provided ongoing and
daily coaching. The consultant also
worked closely with the marketing team to produce realistic and achievable sales
metrics, forecasts, and performance measurements.
These efforts resulted in a renewed sales effort, closed sales, and a
pending infusion of additional capital.
Start Up Companies - Voice Response Company, Global ISP, and IP Engineering
Professional Services Company
The Problem: All three companies lacked marketing leadership required to
establish brand/company awareness, to effectively target market, and to generate
sales and revenue.
The Solution: The consultant
undertook the role of VP of Marketing in all three organizations.
Voice Response Company
- Identified market applications for the product, and developed initial targets,
go-to-market strategy, messaging, and email campaign. Participated in venture
capital funding activities.
Global ISP – Developed Undersea
Cable Backhaul product in Japan. Directly participated in sales efforts and
presentations. Defined and executed global marketing plan.
IP Engineering Company – Defined
and executed marketing plan, initiated PR campaign, conducted analyst
presentations, developed website, conducted competitive analysis, and directed
multiple international lead generation campaigns. Presented regularly to the
Board of Directors, Investors, and Angels.