|
Proven Results
Leading financial services organization
Increased availability and performance of revenue facing applications, representing an estimated $2M
in annual savings based on Cost of Poor Quality metrics.
Increased first call closure rates (FCCR) from 64% to 82% within initial 6 months and increased
customer satisfaction rating from 74% to 92%, based on IT and HR surveys.
Reduced abandonment rates from 7.25% to 3.85% within initial 3 months.
Increased availability and performance of revenue facing applications, representing an estimated $2Min annual savings based on Cost of Poor Quality metrics.
Increased first call closure rates (FCCR) from 64% to 82% within initial 6 months and increasedcustomer satisfaction rating from 74% to 92%, based on IT and HR surveys.
Reduced abandonment rates from 7.25% to 3.85% within initial 3 months. Fortune 500 health care insurance organization
By improving application availability and uptime, Five9 decreased the need for CSRs to work overtime
By improving application availability and uptime, Five9 decreased the need for CSRs to work overtime to accomplish key clientfacing activities resulting in over $900,000 in annual savings based on
internal metrics.
Fortune 500 manufacturing company
Re-deployment and rationalization of 16 roles for individual site break/fix and field support staff related
to Level 1 Service Desk activities representing approximately $800,000 in annual IT budget savings.
Consolidation of software licensing and ensured vendor compliance for a single tool vendor
representing over $250,000 in annual savings.
Implementing a shared service organization where multiple, geographically disperse operations team
were centralized and over 20% of operational budget ($3-4M) was decreased over a 4 year period.
Fortune 500 manufacturing company
Re-deployment and rationalization of 16 roles for individual site break/fix and field support staff relatedto Level 1 Service Desk activities representing approximately $800,000 in annual IT budget savings.
Consolidation of software licensing and ensured vendor compliance for a single tool vendorrepresenting over $250,000 in annual savings.
Implementing a shared service organization where multiple, geographically disperse operations teamwere centralized and over 20% of operational budget ($3-4M) was decreased over a 4 year period.
Fortune 500 healthcare insurance organization
Better managed expectations of customers and provided value-added options for time-to-market as
Better managed expectations of customers and provided value-added options for time-to-market as well as operational support options so they could make better procurement and Service Level
Objective decisions through a Service Catalog implementation.
Fortune 500 manufacturing company
Replaced existing Service Desk tool at no incremental cost, decreased annual TCO by $50,000 per
year and standardized on one tool globally to enable “follow the sun” support.
Allowed selective sourcing for 3rd level hardware support to off-shore resources, saving over $100,000
annually and allow FTEs not to be on daily call rotation.
Fortune 500 manufacturing company
Replaced existing Service Desk tool at no incremental cost, decreased annual TCO by $50,000 peryear and standardized on one tool globally to enable “follow the sun” support.
Allowed selective sourcing for 3rd level hardware support to off-shore resources, saving over $100,000annually and allow FTEs not to be on daily call rotation.
Fortune 500 health care insurance organization
Supported overall organizational SOx compliance initiative and developed the foundation for
leveraging an enterprise-wide process orientation for repeatable compliance.
Closed five long-standing audit gaps, passed internal SOx-related audit.
Leading network outsourcing firm
Successfully led an ISO/IEC 20000 initiative to better position the firm among global competitors
when bidding for government and Fortune 500 outsourcing contracts.
Supported the achievement of a Cisco certification for an outsourcer that led to securing a substantial
government outsourcing contract.
Financial services division of Fortune 500 manufacturer
Developed a compliance framework and key processes to support the establishment of a U.S. bank
and successfully pass an initial FDIC audit as well as ensure ISO 9001 compliance.
Supported overall organizational SOx compliance initiative and developed the foundation for leveraging an enterprise-wide process orientation for repeatable compliance.
Closed five long-standing audit gaps, passed internal SOx-related audit.Leading network outsourcing firm
Successfully led an ISO/IEC 20000 initiative to better position the firm among global competitorswhen bidding for government and Fortune 500 outsourcing contracts.
Supported the achievement of a Cisco certification for an outsourcer that led to securing a substantialgovernment outsourcing contract.
Financial services division of Fortune 500 manufacturer
Developed a compliance framework and key processes to support the establishment of a U.S. bankand successfully pass an initial FDIC audit as well as ensure ISO 9001 compliance.