Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study

by Blue Ocean in Blue Ocean News, Case Studies, Contact Center Outsourcing

When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month.

The Client

A Multinational IT & Networking Technology Corporation

This company has been our client for more than 10 years. As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management, and technical documentation. On a daily basis, we coordinate logistics for engineering equipment for their top-tier enterprise clients. Since this project began, we have grown our team for this client from 28 agents to a team of more than 140 people.

The Challenge

Driving Digital Transformation Through High-Value Transactional Process Improvement

In recent years, our client invested in advanced business management software to help drive transactional process improvement. Their journey to introduce more automation – essentially reducing call volume into the contact center – could have had a negative impact on our revenue stream as their contact center partner.  But as a strategic partner invested in the long-term success and profitability of our client, we saw this as an opportunity to support our client through innovation and collaboration.

The Tactics

Leveraging Subject Matter Expertise & People-First Change Management

Our goal is to serve as the subject matter experts for improving customer experience and driving efficiency through automation.

Leverage subject matter expertise from our frontline experience. With years of experience under our belts and a stable team made up of experts in our client’s business, we enhanced the Blue Ocean team to include specialists who are responsible for identifying opportunities to automate specific processes that simultaneously serve the end-user better and save the client money. We sum the specialists’ mission up in one sentence: “Drive cost out of our client’s business while enhancing the customer experience.”

In one example, we enhanced tracking and introduced customer experience automation to a group of high-touch customers. We identified a process in which we could create a series of systematic rules to minimize touches that met specific criteria. This resulted in a time savings of 22 hours per month.

In another example, we removed the manual intervention steps and automated the processing for a group of parts previously restricted. The transactional process improvements related to those touches cut costs by $25,000 per quarter and improved efficiency for everyone involved.

Focus on the “People Side” of change management. As part of the strategy to drive down transactional volume, we brought on a Prosci-certified change management specialist, who works directly with our client’s global suppliers to ensure that any changes are being adopted and accepted. We recognize that change can be difficult, so we have made a point to focus on the people-side of the change, hearing their voices and gathering actionable feedback.

The Results

Merging Customer Experience Improvements & Business Process Optimization

As we have helped to automate basic, high volume, highly repetitive tasks, our frontline agents for this client have become true problem-solvers. Our Tier 1 and Tier 2 agents are adding more value higher up in the customer experience process by being engaged in complex, critical decision-making. Driving down transactional volume has also enabled us to deliver significant value-adds, such as change management, technical documentation, and deep subject matter expertise.

Through migrating low-level tasks to Tier 0 and automating routine tasks, we have made a significant impact on our client’s bottom line, with cost savings in the hundreds of thousands in just one year alone.

Going forward, we are united with our client in the quest for innovation. We’re working hard to leverage their investments and ROI across the entire enterprise.

If you’re looking to strategically support your top-tier clients through enterprise automation solutions, let us know. Complex customer service scenarios are our sweet spot. Let’s talk today

 

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