Differentiate Your Organization By Improving Service and Driving Operational Efficiencies

Our experience in working with diverse clients has taught us that dramatic and lasting positive change is best achieved when enterprises can:

• Clearly Define the Strategy Required to Create Market Differentiation
• Identify the Business Capabilities that Must be Built or Enhanced to Execute the Strategy
• Link Capabilities to the Key Performance Measures they will Directly Influence--and Ruthlessly Manage to those Metrics as the Capabilities Move Up the Maturity Curve

In this way, leadership has a direct line of sight from strategy to the most impactful business capabilities to the operational metrics that directly reflect the benefits of the strategy--in customer, financial, and process efficiency terms.

Client Success

One recent example is a Fortune 25 client, facing a deteriorating ability to service and retain customers.  The client had grown rapidly and very profitably through acquisition, but in the process had exponentially expanded the complexity of their business--a proliferation of service processes, diverse customer interfaces and technology platforms.  Costs were increasing, customer retention was declining, and in spite of an increase in technology investment, the core issues were not being solved.  In fact, an inordinate amount of the company's technology portfolio and spend was allocated to consolidation of legacy platforms, not on innovation or enhanced service capabilities.

Consynity partnered with client business, IT and finance leadership to build an IT strategic planning and alignment process, to identify the enhancements to business capabilities that would have the greatest aggregate business value to the enterprise.  The desired business capabilities were linked to KPIs, quantifying the business value and creating direct alignment between enterprise technology investments and the business' operational benefits.

Phase 1 of the process implementation is focusing on business and IT organizations that directly impact the customers' service experience.  The client has already achieved a redirection of IT investments toward enterprise applications that improve knowledge of the customer, quality of service interactions, and service organizations' ability to quickly adapt to changing conditions--while reducing duplicate or short-term focused technology projects.

Consynity has developed a Best Practice Service Capability and Maturity Model, utilizing over 20 years of strategy and operational experience as well as a keen understanding of both traditional and emerging contact center, communications, collaboration and customer intelligence technologies.