Executive Briefings

Seamlessly Combining Two Complex Technology Service Operations

Challenge: Leading Carrier-Class Network Equipment provider purchased a former competitor's optical line of business (fiber optic networks). They needed to integrate all products, services, support & systems (CRMs, operating systems, etc.) while maintaining their high service levels for their combined global client bases.

Solution: People, Process & Technology. With the transaction, the Client acquired OPT's expertise (best practices, customer knowledge, smooth transition for customer base). Our Subject Matter Experts were brought in to service and support the operation, including transitioning team members from the acquired company. Services included contracting, substituting parts, vendor management. OnProcess stabilized information flows, incorporated optimization opportunities and best practices. Our in-depth reporting and analysis provided real-time visibility into all aspects of the service operation, enabling continuous improvement.

Results: OnProcess successfully and seamless transitioned support for the acquired product line, continued to drive process improvements and effectiveness, achieving service levels of 99.8% where the SLA was 98%. The total effort resulted in measurably higher customer satisfaction rates, and OnProcess was awarded the client's award for service innovation.

About the Solution Provider: OnProcess Technology provides service 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. Our clients are able to differentiate on service, rather than price.

Web:  www.onprocess.com

Email:  info@onprocess.com

Phone:  508-520-2711

Solution: People, Process & Technology. With the transaction, the Client acquired OPT's expertise (best practices, customer knowledge, smooth transition for customer base). Our Subject Matter Experts were brought in to service and support the operation, including transitioning team members from the acquired company. Services included contracting, substituting parts, vendor management. OnProcess stabilized information flows, incorporated optimization opportunities and best practices. Our in-depth reporting and analysis provided real-time visibility into all aspects of the service operation, enabling continuous improvement.

Results: OnProcess successfully and seamless transitioned support for the acquired product line, continued to drive process improvements and effectiveness, achieving service levels of 99.8% where the SLA was 98%. The total effort resulted in measurably higher customer satisfaction rates, and OnProcess was awarded the client's award for service innovation.

About the Solution Provider: OnProcess Technology provides service 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. Our clients are able to differentiate on service, rather than price.

Web:  www.onprocess.com

Email:  info@onprocess.com

Phone:  508-520-2711