Projects

Mobile services delivery including 5G, business process optimization, performance management, E-commerce, contact center strategy, retail solutions, strategy and planning, mobile device management, wireless activation and MVNO/E services

National Retail Office Products Chain

Issue/Challenge:

National retail office products chain needed to launch mobile phone sales in 1,000+ stores in time for holiday sales rush. How could they quickly and effectively deliver training content, testing/evaluations, feedback and continuous improvement to approximately 5,000 employees? The client needed to cut order processing and activation time by 50% while improving the customer experience.

Solution:

Working closely with the client’s training and IT departments, we created sales and application support content in our learning management system with certification testing for the retail reps. The content consisted of process documentation, sales manuals, flash based content and video. We conducted train the trainer seminars via web conferencing and person-to-person

Results:

The client increased sales 4 fold over the previous holiday quarter with 50% reduction in order to cash process. The sales associates were thrilled with the application and training support that netted them increased commissions!

Custom Branded Sales and Support Solution

Issue/Challenge:

Large electronics/computer manufacturer wanted to leverage its product offerings with wireless devices. The client wanted to be a one-stop shop for its consumers for every consumer electronic device. The company has a very loyal and technically savvy customer base that loves its brand and image.

Solution:

Working with a technical development team we built a private label web portal for sales order management. We also built a toll free sales & support function to service customers with live agents. All the ecommerce messaging and IVR call branches are branded with the client’s brand. Our agents are scripted to greet and answer as the company we support. The order fulfillment & packaging is custom branded using the client’s logo and designs.

Results:

The client successfully sold 1,000’s of wireless devices monthly netting $ millions to their product sales. Through customer surveys and feedback review the client’s customers rated their interaction and satisfaction at the highest levels of the net promoter quotient.

Prepaid and Postpaid MVNO

Issue/Challenge:

The client wanted to move to a recurring revenue model by offering wireless calling, messaging and data through a wholesale contract from a national wireless provider. Prior to this launch the client sold products and services on a one-time basis through its sales channels. The client wanted to do this with the quickest time-to-market and lowest expense

Solution:

We provided full lifecycle support, from device selection & sourcing, product development, design, testing, deployment, training and support. The client was able to announce its product launch at an annual sales convention and we were able to deliver the capability within 90 days.

Results:

Our client capitalized on the launch to add 1,000s of subscribers over the first several weeks of introduction. Eventually we helped them add more sophisticated devices (smartphones, broadband and mi-fi devices) with additional billing and account features unique to their brand. Today the client counts their base in the 10’s of thousands with a healthy profit margin.