proud of the results we've achieve for our clients. The following
are case studies that serve as a sample of the many business,
process, performance & profit improvement projects we've
worked on in the past.
Let us help you achieve these
kind of results now.
Problem: The State of California required that all Direct Sales be
verified by a third party prior to being considered a valid
Approach: Ignored the
traditional Third-Party Verification Protocol (TVP) and opted
for Real-Time Verification using the new BlackBerry (it was
new at the time).
Solution: Agent at the
door would enter basic customer data in a modified BlackBerry
unit that had no other functionality, send the message and
have a call centre in South Dakota contact the customer (in
English or Spanish) within 5 minutes as opposed to the traditional
edge technology allowed for a 98.6% successful verification
rate as opposed to a industry standard (approximately 55.7).
Agents could be monitored as per their verification success
rate as well as the hours worked in a day. Estimated
$45-Million in revenue recognized from this non-traditional
Problem: A security company
required optimum cash flow to run its business. Non-payment
of customer accounts would be disastrous for the longevity
of the business.
Solution: Devised a non-billing
strategy for the company. If bills were not dispatched but
substituted with a pre-authorized payment strategy only, there
would never be aged receivables.
Planning of non-billing corporate policy lead to customer’s
paying, in advance, of its financial obligation (quarterly,
semi-annually and annually). Delinquent accounts were just
over 1.5% and the company enjoyed approximately $500,000 of
cash flow per each of its 4 monthly billing cycles. Company
garnered over 10,000 customers in its first year of operation
and was sold for $8-Million Dollars.
firm had vast quantities of returned mail due to wrong address
and required help identifying root cause.
Discovery: Back office
analysis revealed that internal data entry staff had over
65% error rate (due to poor agent penmanship). Wrong addresses
information created return mail backlog.
Solution: Outsourced all
data entry functions to a professional vendor. Negotiations
with client to remove data entry and Strategic Planning to
shift corporate in-house data entry philosophy.
Results: Error rate dropped to
1.8%. Customers were then using the client’s service
and usage increased dramatically. Recognized an annual $400,000
savings. Clean back office equated to a $12-Million Dollar
Problem: 50,000 new sales
per week created mail-room back log of welcome letters to
that the manual stuffing of welcome packages could not be
Solution: Strategic planning.
Outsourced mail rendering to Xerox.
dispatched in a timely fashion (all 50,000 rendered weekly)
in a variety of languages. Allowed company to focus on sales
and not back-office routine functions.
Problem: Client felt
that expenses and unit costs for his back office were exceedingly
Method: Conducted a thorough
back office unit costing analysis to a) confirm current unit
costs and b) recommend various restructuring to reduce expense
lease terms, and revised work-flow structures.
Results: The client
enjoyed a 33% reduction in expenditures.
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