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Services

advisory services ————————————

Management Consulting:

  • Resolve People, Process, Structure, Governance challenges resulting from organization changes

  • Solve organizational problems

  • Conduct Market Assessment

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Globalization:

  • Assist teams work effectively across global businesses

  • Develop leaders for global teams

  • Local vs global team strategies

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Interim Roles:

  • Serve as interim COO, CAO, COS, CLO for small to midsize companies

  • Consult on leading/running the following functional areas:
    e-Learning, Customer Support, Corp. Collateral/Technical Documentation, Corp. Social Responsibility (CSR), Digital Marketing.

organization transformation ——

Outsourcing/BPO:

  • Assisting companies successfully outsource to BPO service providers

  • Conducting RFI & RFP and assisting with contract negotiation

  • Developing and executing the corporate Outsourcing strategy and implementation plan

  • Defining SLAs/KPIs

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Change Management:

  • Post M&A transition

  • Business process redesign

  • New strategy rollout

  • New Leader Assimilation

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Shared Services:

  • Assess opportunity & ROI

  • Process convergence & re-design

  • Consolidate multiple functions

  • Transition plan & Execution

digital transformation ———————--

Digital Marketing:

  • Value Proposition definition

  • Strategy development

  • Aligning business and digital strategy with funnel conversion & search

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Digital Organizations:

  • Achieving effective global e-learning

  • Implementing integrated global technical documentation/corporate collateral

  • Assessing ways to transform an organization to be more scalable, nimble and customer centric through a digital strategy.

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Customer Success:

  • Assess the effectiveness of the global support center, SLAs & KPIs

  • Develop and implement online and direct (agent) support strategy

  • Converging a multipoint customer experience to one, consistent customer experience

  • Establishing a world class support experience: defining agent roles and the right sourcing strategy, developing and conducting training, identifying meaningful performance management metrics and rewards.