"Opportunities will always be plentiful and are often distracting. Corverity advises pursuing order, followed by a working plan, before targeting those opportunities. Define your strategy to ensure resources are not spread too thin!"
We believe in providing
Focused Guidance
Consider the Engagement Levels below in the context of your organization.
How might we help you?
Operations require immediate attention to address burning issues. Quick fixes are often required and short-term solutions must be designed and implemented.
• Issue Definition, Root Cause Analysis
• Quick Fixes (e.g. Outsource call center operations)
• Revise the organizational structure and/or role definitions
• Implement desk-level procedures and supporting tools
• Implement metrics capture and start tracking progress
• Define the ultimate objective for support
• Engage stakeholders to identify constraints
• Collaborate with stakeholders to build phases
• Establish success metrics for each phase
• Kick off and Program Management
• Budgeting
Ultimate operational objectives are outlined and client defines a long term, phase-based roadmap. Collaboration across stakeholders is critical.
Operations are stable and fulfilling stratgic objectives, yet they are still too costly. Process deconstruction and re-engineering is required.
• Cost/Case analysis
• Case-Type Normalization/Grouping
• SLA definition, sizing analysis
• Use Case Definition
• Process Deconstruction & Pain-Point identification
• Process Re-Engineering
• RFI, RFP, Vendor Selection & deployment management
• Change Management
Prioritize opportunities and shortcomings within the operational framework. Consider vendor solutions, custom development and other process improvements.
• Self-Service (FAQ’s, Profile Updates & Identity mgt)
• Organizational & Role definition and optimization
• Change management
• Vendor Assessment, RFP and Deployment management
• Desk-level process design and tool development / implementation
Clients are ready to engage innovation and transform the organization's mission. The "Cost" model is transformed to
"Revenue" and customer retention programs are accelerated.
•Transitioning to a profit center
•Fee For Service program definition
•Community Design and Development
•Operational metrics, Management Dashboard
•Case-level self service
•User Survey development and operations
•Customer Satisfaction measurement (CSAT, Continual Surveys)
•Customer Retention, Loyalty program development