CASE STUDY:
CLIENT
$1 billion U.S. benefits and health insurance organization
SITUA­TION
The organization selected a state-of-the-art Customer Relationship Management (CRM) platform to elevate the experience of their agents and customers. Without the right resources and market expertise, they struggled to quickly choose the multi-channel cloud contact center platform with the optimal capabilities and cultural fit for their organization.
OBJEC­TIVE
Prepare a customized RFP for cloud contact center bidders that would drive insight into costs, capabilities, support, and implementation needs with a focus on multi-channel optimization and the ability to integrate with the new CRM system.
WHAT WE DID
Facilitated strategic and tactical discussions to prioritize and narrow down the endless options in the marketplace; crafted an RFP and decision matrix to enable simplified scoring and emphasize the attributes and requirements that mattered most; documented recommendations and financial analysis.
OUT­COME

An RFP, evaluation process, market insight, and detailed analysis of responses within 8 weeks to enable core team and extended stakeholders to align on a solution tailored to the organization
A new framework of future considerations for design, integration of the new contact center platform as the foundation of a detailed roadmap for the next 6 months