Contact Center Optimization | High Tech | Consynity transformed contact center operations, adding web self service and email channels. Centralized operations, defined new skill sets and career paths and implemented intelligent routing and enterprise reporting capabilities at a $500M high tech company. | Increased contact center capacity by 110%, reduced ASA by 76% while adding only 8% additional resource. |
| Organizational Change Management | High Tech | Established a systematic approach to managing change with stakeholders, both from the perspective of an organization and on the individual level for a $35B high tech leader. The new system aligned vision, organization, people and execution of operations, finance, field sales, and channel partners to successfully implement a new account strategy and planning capability. | Increased field sales and partner awareness and joint accountability for process and system change. Minimized the disruption to a 15,000 person field sales organization and increased partner productivity during transitions. |
| Contact Center Optimization | Health Care | Consynity identified high impact operational improvement opportunities in complex support environment for $80B health insurance company. Identified, quantified and validated changes to process, people and technology in phased approach. | First phase of implemented improvements drove sustainable 4% reduction in average handle time, and $2.7M of annual savings. |
| Portfolio Management Office | High Tech | Established prioritization process and templates/tools, governance process, and communication and implementation plans for IT and cross-functional process owners with a $35B high tech leader. | Our client's words: "Consynity connected today's reality and tomorrow's goals with the straightest, most direct line of effort and resources."
Customer expects to improve key metrics in 5 key areas on an ongoing basis. Example: Peak order volume increased by 26% quarter over quarter. |
| Customer Experience Strategy | Software and Publishing | Consynity led Customer Experience transformation, integrating direct sales, web and contact center channels and creating new sales and service capabilities. | Increased revenue by 54% and net income by $25M annually. |
| Business Transformation | Financial Services | Consynity performed a business value transformation assessment of the operations and telesales organizations for global financial services leader. Identified infrastructure TCO reductions, agent productivity opportunities and revenue up-sell and cross-sell capabilities and outlined in phased approach. | Identified, quantified, and validated $260M of business value opportunity over a 5 year period. Created a detailed implementation roadmap and capabilities improvement plan. |
| Business Value Tools | High Tech | Consynity created and implemented ROI / TCO model to create compelling, quantified value proposition sales organization of end-to-end application lifecycle management software company. | Ability to create customer-specific business cases helped sales organization increase deal size by 53% and reduce average sales cycle by 24%. |
| Program/Project Management Office and Operations | High Tech | Established project portfolio management process to drive transformational change in process, policy and controls across the enterprise to continually improve the customer and partners' purchasing experience for a $35B high tech leader. Established PM Standards, PM Lifecycle, best practice toolkit, templates, training in a holistic PMO capability. | Goals Achieved: - Aligned project work with the strategic direction of the organization
- Maximized the value of the portfolio
- Balanced the project portfolio
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| Leadership Transformation | High Tech | Consynity worked with a high tech leader to align organizations around common language, concepts and leadership models, and provided an organizational roadmap for large or small-scale culture change. Our approach included:
- Clarification of vision and goals
- Assessment of personal goals match with corporate goals
- Fine-tuning communication skills
- Resolving conflicts with others
- Inspiring and accomplishing corporate teamwork
- Enhancing critical thinking and decision-making skills
- Implement effective Problem-solve methodology
| Customer now has a high performing organization, with an established leadership philosophy, cross-functional synergies, and dramatically enhanced ability to understand and deliver to customer needs. Overall, many organization capabilities were improved, including team dynamics, productivity, ability to deliver to corporate strategies. |
