Your Ultimate Partner for Contact Center Solutions
REVOLUTIONIZE YOUR BRAND
one awesome customer interaction at a time
TOP-LINE REVENUE GROWTH
Core Traits of a successful business
Growing top line revenue demonstrates that you are acquiring new business, retaining existing customers and perhaps having success with new sources of income.
Renowned Chrysler CEO, Lee Iacocca offered: “If you have a great top-line, the bottom line can always be fixed.”
At the risk of oversimplification, we suggest…
“Anyone can cut expenses, but driving top-line revenue growth…now that takes talent.”
No one wants to invest in a company that simply emphasizes trimming expenses and streamlining operations. No venture capitalist, No shareholder, No rich family member, No portfolio manager…well, not the type you necessarily want managing your funds, anyway.
Don’t get us wrong. We understand that in today’s new normal customers and employees expect to be able to engage with you anytime, anywhere, and at a lower cost.
But, cost cutting is not a long-term growth strategy
As the famous saying goes, “Hope is not a strategy”, so it too can be said that “Cutting cost is not a strategy.”
There is a time and place for making operational adjustments to keep expenses in line with revenues. However, the focus of your energy and resources needs to stay highly focused on top-line revenue growth. Organizations that n lose sight of this important strategic objective…you will likely fail.
Sounds too harsh?
Research has confirmed that companies who are unable (or subconsciously unwilling) to grow their top line of their business are essentially being steamrolled in the marketplace by their competitors.
In order to grow, you have to be willing to face some tough questions
There are more tough questions you could ask yourself. But fundamentally, the real question is: Are you willing to take a critical look at your business and drive radical change? We believe that answering “Yes!” to this question empowers you to think differently and allows you to create your own ZAG.
A strategic question
Many successful businesses have recognized that they have the expertise to develop innovative products and market them effectively. However, when it comes to managing the customer experience they often realize that they may not have the resources, experience, and culture to deliver service experiences that will WOW their customers. To satisfy this key objective they have made a strategic decision to find a trusted partner that can manage their customer service and support experience.
Finding the right partner to provide your employees and customers’ friendly, professional, efficient and expert service can help you to strengthen your brand, gain credibility, empower you to create innovative new offerings, and ensure that you successfully scale as your business grows.
We here at Productivity Associates are passionate about creating awesome customer experiences, and the type of strategic partner that is “ALL IN” when it comes to helping your company grow.
PAI has a 20 year track record of success in achieving tangible results that empower companies to focus on their core competencies. In the Case Studies that follow, we discuss our role in helping some of our partners achieve their goals.
– American Association of Critical-Care Nurses
– Thermo Fisher Scientific
– Joint Commission Resources
– Hitachi Consulting
AMERICAN ASSOCIATION OF CRITICAL-CARE NURSES
About the Company
The American Association of Critical-Care Nurses (AACN) is the largest specialty nursing organization in the world, representing the interests of more than 500,000 nurses who are charged with the responsibility of caring for acutely and critically ill patients. The association is dedicated to providing members with the knowledge and resources necessary to provide optimal care to critically ill patients.
Business was booming for AACN. Their e-learning subscriber base was growing by 22% each quarter, but their help desk vendor wasn’t keeping up. Their poor service generated a paltry 10% first-tier resolution rate, and AACN’s staff was forced to resolve the remaining 90% of support inquiries. They struggled to keep up with the customers’ requests for information, and it was taking them away from other pressing duties. The result was low customer satisfaction levels and poor utilization of expensive internal resources.
We worked with AACN to develop the tailored, scalable solution it required during this heavy growth period. The help desk was cost-effective and leveraged our 24/7 operations, world-class management, and ITIL-based service delivery.
PAI stepped in and supplied the world-class service AACN and its clients deserved. During a period when inquiries grew tenfold – from 200 to 2000 per month – PAI nimbly handled AACN’s subscriber requests while decreasing the cost-per-call by 23%.
In the first month of service, PAI delivered a 77% first call resolution rate, and soon increased that to 90% or greater on a consistent basis. This reduced the number of repeat calls, as well as the cost of escalations, and lead to an aggressive cost savings over time.
AACN members experienced a dramatic rise in the level of customer service and technical support quality. The company appreciated the difference PAI made, and the two continue to expand their relationship.
Aliso Viejo, CA 92656
THERMO FISHER SCIENTIFIC
About the Company
Thermo Fisher Scientific is a rapidly growing manufacturer of handheld optical systems for chemical identification. Since 2002, Thermo Fisher Scientific has designed, developed and successfully launched products unlike any in the marketplace, putting the power, reliability and accuracy of expensive, lab-based instruments in portable, rugged, easy-to-operate systems designed for field use. With customers in the homeland security, public safety, pharmaceutical, industrial, and medical markets, Thermo Fisher Scientific’s products—FirstDefender, TruDefender FT, and TruScan—are widely-deployed across the globe.
Thermo Fisher Scientific provides first-responder products for fire departments, police departments, the FBI, and other such organizations, so the company receives calls from clients that are often critical, sensitive, and unique in nature. At a time when business was expanding rapidly, the company’s help desk provider repeatedly dropped or failed to answer calls and often gave incorrect advice.
The company determined that an internal customer service department would be too costly and complex to maintain, but realized they needed to quickly replace their current vendor with one that would deliver world-class customer service, or else the company’s growth would be jeopardized.
PAI built a tailored solution that addressed the company’s needs – something no other provider would do. We consulted with company officials and drew from our extensive experience in the help desk field to design a cost-effective solution that allowed Thermo Fisher Scientific to realize its high customer service standards.
Utilizing our proprietary support tools and skilled staff, PAI delivered an optimized help desk solution that provided timely, around-the-clock coverage to first-call responders. Our high-level tech support team gave professional, accurate, and knowledgeable responses that weren’t simply read off a script.
In PAI, the company not only found a provider – it found a business partner. Since the relationship began, Thermo Fisher Scientific’s support requirements have risen by 200%, and PAI has met every aspect of these growing demands with superb service. Thermo Fisher Scientific’s customers received the immediate, accurate information they required, while the company’s cost-per-call declined as its business expanded. As a result, the company continues to grow, and Thermo Fisher Scientific’s image as an elite provider of first-responder products has remained intact.
Thermo Fisher Scientific
46 Jonspin Road
Wilmington, MA 01887
JOINT COMMISSION RESOURCES
About the Company
Joint Commission Resources (JCR) is an expert resource for health care organizations, providing consulting services, educational services, and publications to assist in improving quality and safety and to help in meeting the accreditation standards of The Joint Commission, the nation’s principal standards setter and evaluator for a variety of health care organizations.
After launching a new product, JCR saw its customer base swell, and its small, internal help desk lacked the necessary service tools and experience to handle the growth. Customer satisfaction levels were plummeting, and JCR knew that augmenting its staff wasn’t a cost-effective solution.
The challenge was finding a company who could handle its unique product line and provide 24/7 support for the company’s international customer base while delivering a consistent response approach.
PAI worked with JCR to develop a flexible plan to meet their needs. We delivered effective, multilingual, around-the-clock support tailored to the company’s unique requirements while efficiently scaling our service to meet the natural product peaks and valleys of JCR’s business.
PAI had an immediate, positive impact on customer satisfaction levels, and as call volumes increased, the cost-per-call for JCR decreased.
The company could concentrate on what it does best – providing support to health care companies – and, in the process, PAI became a partner with the company and now provides ongoing support during JCR’s expansion.
Joint Commission Resources
1515 W. 22nd Street, Suite 1300W
Oak Brook, IL 60523
About the Company
Hitachi Consulting is the global business and IT consulting company of Hitachi Ltd., and a recognized leader with deep industry, business, and technology experience. From business strategy development through application deployment, they are committed to helping clients quickly realize measurable business value and achieve sustainable ROI.
Hitachi Consulting was growing rapidly, but their internal IT infrastructure wasn’t keeping up. The staff was becoming mired with the responsibility of providing day-to-day support, taking them away from their primary responsibilities. The company considered building and managing an in-house service desk but quickly realized it would be too expensive to build and too cumbersome to maintain.
Their IT issues didn’t stop there. Their large team of field consultants, whose work is critical to their success, was experiencing frequent laptop issues, and their service vendor was slow to respond, decreasing their ability to operate at peak efficiency.
These problems were decreasing productivity across the board and resulting in lost revenue at a time when business was picking up.
PAI worked with Hitachi Consulting to develop a plan that would meet their needs and also fit their budget. We designed and delivered an efficient and responsive service desk that was able to exceed their high support standards. As the company expanded, we took over increased responsibilities, expertly handling matters such as network account administration, employment processing, and specialized laptop support.
PAI’s extensive experience in the help desk and call center industry and its ability to develop tools and processes to consistently manage even the most complex requests gave Hitachi exactly what it needed.
Our service desk achieved a 90% first-call resolution rate at the least expensive service tier, with an overall resolution rate of 98%, which helped the company to control their costs. And field consultants who experienced laptop issues were able to quickly resume their responsibilities due to PAI’s responsiveness and speedy turnaround.
No longer mired in technical issues, the company was able to function at full capacity and focus on its primary objectives. Hitachi Consulting kept its internal IT staffing the same, while the company tripled in size, growing from 485 employees to nearly 1500.
As a business partner with Hitachi Consulting, PAI has a vested interest in continually enhancing its service to the company and works with Hitachi to creatively solve problems.
2001 Bryan Street, Suite 3600
Dallas, TX 75201