We know our process works because we have used it with scores of teams, achieving success across projects and industries
Melissa Copeland is a great woman to know. She had a wonderful career, as so many women have had, only to discover that flying all over the world was not great for her family, or even herself. She pivoted and launched Blue Orbit Consulting, which allowed her to refocus her attention on clients closer to home and on projects dear to her heart—like improving customer interactions for her customers.
It doesn’t matter if it’s a technology transformation, a contact center redesign, or a programmatic transformation, it’s detailed, focused work to understand how roles, behavior, process, and tools must evolve to activate a big change.
When thinking about the transition to a CCaaS, it’s helpful to consider how a platform change impacts your organization in terms of channel strategy, infrastructure, process and contact flow, people and day-to-day operations.
In order to deliver consistency in experience, process standardization is required along with a common understanding of the flow, end-to-end.
CASE STUDIES
People
Blue Orbit delivered outsourced labor options tailored to the organization’s needs, success criteria, and tolerance for risk.
Blue Orbit helped leadership determine what it would take to deliver higher performance at a lower cost through their sales call center in the coming year.
Blue Orbit led the analysis of BPO contracts for total costs, terms and conditions, and opportunities to operate more effectively and provided recommendation strategies going forward.
Blue Orbit worked with a National Home Meal Delivery Provider to rapidly assess and solve customer service bottlenecks.
Blue Orbit computed growth costs over time in the outsourced model to project at what point it would become more effective to either renegotiate contracts or insource the model.
A customer experience model built with stakeholders and executives and then implemented throughout the company to improve outcomes and feedback
Process
Blue Orbit orchestrated and coached two agile teams focused on the creation of new and critical platforms required for success
With comprehensive analysis in hand, implemented programs rooted in the business with a focus on the customer
Creating consistent architecture to serve clients worldwide with a technical support services blueprint
Platforms
A growing medical practice needed guidance on what technology to buy, how to define the processes and procedures, and how to launch the center.
Blue Orbit worked with leadership to move the organization to a state of the art, cloud-based platform that would be a key growth driver by delivering employee enablement and better support across hundreds of client accounts.
Blue Orbit was there to support large teams in handling issues and prioritization, with guidance for platform implementation snags, best practice insights for IVA/IVR and work force management, and responses to typical challenges for such a large implementation.
Selecting a state of the art CRM platform to elevate the experience of agents and customers
We look forward to sharing your success story here in the future. The first step is simply starting a conversation with us.