CASE STUDY:
CLIENT
National Benefits Insurance Provider with 2+ million members
  
SITUA­TION
Due to significant attrition, service level, and quality challenges, the customer service organization was unable to hit key metrics required by client contracts.  Because they prized the ability to provide customized service to members and the intricacy of the knowledge required to serve, they had always steered clear of outsourced labor.  The situation because so difficult that they wanted to look at options for outsourced labor and how to implement a BPO arrangement for optimal results.
OBJEC­TIVE
Deliver outsourced labor options tailored to the organization’s needs, success criteria, and tolerance for risk within 120 days.
WHAT WE DID
Identified BPOs that would be a good fit for their objectives and managed a blind RFI process to select the best fit provider 
Supported the client team to select 2 finalists to move ahead to proof of concept 
Created a cost model to evaluate comparable pricing  
Worked with extended client and vendor teams to review and understand networking, cyber security, and technical aspects of interconnection and performance in the client’s specific environment 
Ensured best practice terms and conditions were implemented as part of the contracting process  

  
OUT­COME
Selected 2 finalists for champion-challenger approach, both of which are capable long term partners.
  