Success stories

Business:
US telecommunication company, private networks, with development, manufacturing and 3rd level service support divisions.

Needs:
Merge and integrate newly acquired company (at that time largest privately owned telecommunication-interconnect company in the USA) with its sales and service divisions.

Approach:
Established new structure and mode of operations for service; selected and implemented service call center applications; reduced approximately 30 local service call centers first to three regional, and then to one national service call center.

Introduced “Balance Scoreboard” with service specific KPIs (Key Performance Indicators) to measure and to better manage the service business.

Results:
Successful integration, resulting into synergies and streamlined operations. Multimillion dollar cost savings while providing better coverage and quality of service.

Business:
Midsize security alarm company in Germany, privately owned.

Needs:
Increase revenue and customer base. Reduce operating expenses.

Approach:
Conducted market research about other local alarm companies, reached out to a few competitors, and initiated merger discussions. Performed due-diligence tasks and championed merger.

Results:
Successful merger, resulting into synergies and streamlined operations. Reduced operating costs substantially by outsourcing central station / alarm center functions.

Business:
North American telecommunication company, public networks (wire-line / wireless).

Needs:
Drive and support the integration of the service business resulting from the merger of two international telecommunication networks companies. Drive synergy gains.

Approach:
Designed and managed the introduction of business improvement programs. Established and introduced via communications campaign a new mode of operations.

Results:
Successful integration, resulting into synergies and streamlined operations. Achieved measurable efficiency and productivity improvements by approximately 10 points. Reduced operating cost by multimillion dollars within the first 12 months.

Needs:
Stop customer churn and attrition, and increase service revenue.

Approach:
Introduced customer satisfaction and quality program. Re-designed and expanded service contract offerings. Balanced demand and & supply service resources.

Results:
Reduced customer churn by approximately 30%. Service revenue showed an upward trend after the first quarter.

Needs:
Reduce shipping cost (>$4 Million per year) for installation material/systems and spare parts/ modules.

Approach:
Applied Six Sigma methodology. Changed distribution model and methods.

Results:
Saved >45% shipping cost per year.

Needs:
Improve financial and operational performance of services businesses.

Approach:
Designed and delivered Benchmarking of financial and operational KPIs (Key Performance indicators).

Results:
Clear visibility of areas that needed improvement. New or redefined KPIs were established to better measure and manage the services businesses.

Needs:
Offer and deliver outstanding customer service to new and future customers.

Approach:
Designed world-wide service concept providing customers several service support level options.

Results:
Enabling a successful market introduction for the company’s software products and applications.