Sample Case Studies

CUSTOMER SERVICE REENGINEERING

Led a BPR project for a bank's $20 million, 400 agent Call Center whose objective was to reduce abandon calls. Result: Decreased the call abandon rate from 20% to 5% in 6 months. This provided a change management plan focused on workflow improvements that would enable a reduction of staff by 25%. 

MARKET INTELLIGENCE

  

Designed and implemented a data warehouse/ marketing intelligence system fed by POS capture from each local store of a nationally famous Fast Food Chain. Capability provided real time marketing and promotional evaluations, as well as support for financial analysis and pricing sensitivities studies.

MARKET DEVELOPMENT

 Led a software company in a strategic planning exercise (utilizing SWAT analysis) whose goal was to develop new product line extensions with first year targeted revenue of $5 million. Result: Identified a product that capitalized on firm's core strength, yet opened a new market channel (client/server); exceeded competitors functionality while priced below by 30%; generated first year revenue of $7 million versus targeted $5 million.    

NEW SALES CULTURE

 For a bank, launched a new branch sales culture (Cowen/Brown) for more than 5,000 sales employees with expected ROI to exceed 30% in the first 12 months of launch. Result: ROI = 60% in 6 months primarily due to increase in loan applications. In addition, from a change management perspective, provided the field with a consistent performance measurement tool where there was none before. 

VENTURE STARTUP PROGRAM MANAGEMENT

 Key player in the startup of a Financial Services subsidiary for the 3rd largest U.S. underwriter of home/auto insurance. Emphasis was on Broker/Dealer Operations, that included Commission Accounting Software. Programmed managed the launch from “ground zero” to “opening day” in just three months. The goal was to generate $150 million in four months. 

CASE MANAGEMENT

  

Implemented a state wide Case Worker Management System, developed in CRM Dynamics, that reduced administrative tasks from 45% to 23% (freeing 2.2 million hours annually.