Executive Briefings

Automating Information Flows from Disparate Systems to Improve Customer Service

Challenge: This client, a leading storage system manufacturer, was hampered by a service operation consisting of disparate, highly-manual, service-delivery processes. They also had no visibility into missed service levels and operated under significant IT-related constraints. Existing resources were not prioritized on dispatch/logistics and as a result, the company did not meet its SLAs.

Solution: People, Process & Technology: OnProcess utilized its best-practice knowledge to comprehensively analyze and revamp the client's entire dispatch process. OnProcess also on-boarded new and existing staff, stabilized the operation, and subsequently optimized operations, processes and procedures. A core component was the deployment of the OnProcess customized, cloud-based technology system-- automating diverse information flows. OnProcess also eliminated most swivel seating and manual touches, which allowed the staff to focus on escalations and exceptions.

Results: Significantly simplified information flows, reduced error rates, lowered transactional costs, and improved SLA compliance. Support personnel gained access to real-time data, enabling them to improve overall customer experiences.

About the Solution Provider: OnProcess Technology provides supply chain optimization and customer experience management services to some of the world's leading technology companies; giving them visibility into, control of, and actionable data-driven insights from, their service supply chain and customer experience processes. As a result, our clients differentiate on service quality, instead of price.

Web: http://www.onprocess.com/

Email: info@onprocess.com

Phone: 508 520-2711

Solution: People, Process & Technology: OnProcess utilized its best-practice knowledge to comprehensively analyze and revamp the client's entire dispatch process. OnProcess also on-boarded new and existing staff, stabilized the operation, and subsequently optimized operations, processes and procedures. A core component was the deployment of the OnProcess customized, cloud-based technology system-- automating diverse information flows. OnProcess also eliminated most swivel seating and manual touches, which allowed the staff to focus on escalations and exceptions.

Results: Significantly simplified information flows, reduced error rates, lowered transactional costs, and improved SLA compliance. Support personnel gained access to real-time data, enabling them to improve overall customer experiences.

About the Solution Provider: OnProcess Technology provides supply chain optimization and customer experience management services to some of the world's leading technology companies; giving them visibility into, control of, and actionable data-driven insights from, their service supply chain and customer experience processes. As a result, our clients differentiate on service quality, instead of price.

Web: http://www.onprocess.com/

Email: info@onprocess.com

Phone: 508 520-2711