|
| Case Studies |
Case Study - Field Service Operations  Client: A Large installation and service provider for a leading Direct-To-Home (DTH) satellite services provider in the US. Engagement Scope: To consolidate a dispersed set of field dispatch, parts dispatch and customer service contact centers into one centralized location to manage 20 US states, 3000 technicians and 5,000 calls/day. Business Challenges: Long response times on customer service requests, disparate procedures, measurements and escalation processes - resulting in low customer satisfaction, sub-optimal utilization of field service technicians and inadequate quality control. Solution Provided: BNK deployed a centralized team of ~80 experienced resources, taking over 16/7 customer service contact and field coordination in a structured 60-day transition process. BNK also introduced a series of process improvements to address the business challenges and provide visibility into operations and critical improvement metrics:  Implemented clear but simple SLAs (jointly with the customer) and internal measurement scorecards, and deployed an experienced QA team to monitor and exceed the SLAs on a daily basis. Deployed our tailored training and troubleshooting program for CSR teams. Isolated poor quality root causes and dedicated Customer Service Representatives (CSRs) project teams to implement process improvement initiatives. Accomplishments: Run operations consistently above agreed upon SLAs, improved first call resolution increased by 25%, Service turnaround time increased by 20%, Customer Satisfaction Scores improved dramatically.  Case Study - Logistics Client: A global and fast growing 3rd party logistics provider headquartered in the US Engagement Scope: Take over the management of 20,000 loads/month on behalf of the client Business Challenges: Rising cost per shipment in a thin margin environment ; Ongoing shipment tracking and service failure reduction focus required for large corporate accounts required . The client was unable to divert its scarce resources away from front-end activities to address such challenges. Solution Provided: BNK introduced its client into our center of excellence for logistics back office operations, and invested heavily to build client specific business knowledge. As the BNK augmented the client efforts, they benefited from immediate cost savings, better visibility into operations and improved performance on corporate clients, all without impacting the established. BNK deployed training program so that ready resources could be deployed to support new accounts and the overall clients’ growth. Accomplishments: BNK has delivered 55% reduction in cost/shipment through a combination of cost savings and improved productivity. Case Study - Logistics Client: A North America focused 3rd party logistics provider Engagement Scope: To manage the POD and carrier billing reconciliation and payment process to reduce working capital and expedite the overall cash cycle. Business Challenges: Greater than 60 days ageing on missing PODs outstanding; Severe AP outstanding backlog; Delayed cash receipts from customers Solution Provided: After assessing the client’s existing processes, BNK implemented a new process and technology workflow, consolidating carrier POD receipts, billing and reconciliation into one solution. BNK took over the management of POD, billing, reconciliation and payment for the client, also providing valuable analytics on carrier performance and compliance. Accomplishments: BNK reduced the POD, billing and collection cycle time down to 15 days, and improved the clients’ cash flow and working capital requirements while improving relationships with carriers due to a broad reduction in overdue invoices. Case Study – Warranty Management and Parts Dispatch Client: A Fortune 50 hi-tech computer manufacturer Engagement Scope: To manage North American and European warranty administration process (operations and technology) for B2B customers of our client Business Challenges: Scattered warranty program teams following disparate processes and using multiple tools across regions; Increasing cost pressures preventing immediate investment on a web-based global tool allowing efficient growth of global warranty activities; Poor visibility on warranty analytics outside of the US leading to inadequate measures to control warranty costs and service level performance. Solutions Provided: BNK transitioned warranty enrollment, parts dispatch and claims management in a period of 2 months: By reducing the cost of managing warranty processes, BNK released the cash required to fund the implementation of a global tool that would scale the warranty business of the client efficiently. It also worked closely with a partner for the development and implementation of the new warranty platform. The quick transition for a complex set of processes and the fast ramp up of trained professionals requirement was managed by deploying experienced resources and deploying extensive domain training on the clients technology, while providing world class infrastructure and facilities to deliver to the clients’ specifications and needs. BNK provides the client with actionable intelligence on warranty activities to identify top contributors to increasing warranty costs and implement the appropriate corrective actions. Accomplishments: BNK transitioned and consolidated the warranty enrollment, claims and parts dispatch processes across 21 countries in 90 days, managing a 125 people team performing consistently above agreed upon SLAs. | ||||||||
© 2009 BNKe Solutions. All rights reserved  |