Client Lists Bausch & Lomb
Blue Cross Blue Shield of Florida
Checkfree
CSX Corporation
Dick’s Sporting Goods
eBay | PayPal
General Casualty Insurance
Health Care Service Corporation
Blue Cross Blue Shield of Florida
Checkfree
CSX Corporation
Dick’s Sporting Goods
eBay | PayPal
General Casualty Insurance
Health Care Service Corporation
Hewitt
Hillenbrand Industries
Intergraph
INX
Key Bank
Man Financial
Medtronic
MedQuist
Hillenbrand Industries
Intergraph
INX
Key Bank
Man Financial
Medtronic
MedQuist
National City Bank
Northern Trust
PPG Industries, Inc.
Target
VW Credit, Inc.
Wrigley
Northern Trust
PPG Industries, Inc.
Target
VW Credit, Inc.
Wrigley
Proven Results
Compliance and Risk Mitigation
Fortune 500 health care insurance organization
Supported overall organizational SOx compliance initiative and
devloped 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 overall organizational SOx compliance initiative and
devloped 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.
Growth Through Innovation
Fortune 500 healthcare insurance organization
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
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.
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.Cost Savings
Fortune 500 health care insurance organization
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.
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.
IT Service Improvement
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.
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.
