Mon - Sat 8.00 - 18.00. Sunday CLOSED
Louisville, KY 40299
+1-502-905-9902
Mon - Sat 8.00 - 18.00. Sunday CLOSED
Louisville, KY 40299
+1-502-905-9902
For several years, our client had been trying to replace their phone systems and contact center. Based upon their current environment, they felt they had enough justification to “purchase” something new. However, they were not able to convince their executives of the business value of the investment and the budget went to other “investments”.
All the normal vendors provided quotes and designs but failed to provide a comprehensive discovery and deliver a recommendation based upon impact to the business. “If it isn’t broke, then don’t fix”, “get a few more miles out of it”, “I receive, and place calls and it works fine” – those were the request for funding answers for over 5 years.
They needed us to help them understand, document and articulate the business value associated with the investment. The “purchase a new system” became a strategic investment in just a few weeks.
After meeting with their executive team, doubling their business growth without increase staff was their #1 priority. Increasing revenue without increasing FTE’s is clearly all about improving productivity, streamlining business processes, and improving routes to market.
The strategic ROI is top of mind for sales, customer service, marketing, HR, product operations, supply chain and their overall executive team. The strategic ROI is very difficult to measure even with industry averages. As such, the customer “input” helped validate the measurements with a focus on the largest outcomes. The strategic ROI always offers the largest return and is the most exciting.
Our current environment comprehensive discovery included interviews with sales, customer service, marketing, IT and front-line management. At a high level, our interviews produced many opportunities to increase sales, reduce order management complexities, and improve/consolidate business intelligence.
