Case Studies

Operational excellence project with a global Payment Service Provider

  • Service Delivery reorganization into one global organization with new service development and launch: outbound sales (member reengagement after COVID)
  • Evaluation and implementation of a global learning platform to fasten the employee onboarding and the ramp up of the New Contact Centre
  • Global Service Delivery employee training implemented into one global LMS platform to align staff training and employee career path
  • Successfully implemented new employee onboarding process reduced of 94% of the total new agent onboarding time
Analysis 2 months, Implementation: 17 months
Proof of state change
22nd – Onboarding Time - Vorher nachher
„We were able to onboard our new employee more than 16x faster and reengage more than 10% of our client’s customer.“