A major consumer electronics company was experiencing extremely high customer service costs with limited visibility to what solutions were required. They were challenged to implement a set of global processes for over 10,000 global call center agents within a single CRM system and to extend the solution into Supply Chain processes for return/repair.

The team created a set of single, global processes to drive configuration of the CRM/ERP package.  Our engagement defined the process architecture and provided mentorship to the existing BPM group in best practices and approaches.

The result? The company achieved global process standardization for 10,000 call center agents with an estimated cost savings of over $100 million. Through both process improvements and reducing the number of IT assets by over 50% , the company was able to achieve a 30% reduction in operating costs for the customer service function globally.

It was estimated that our best practices accelerated expected benefits by three years!