CHCG Case Study
Centralizing Data Management in a Multi-Vendor Environment
CH Consulting Group developed and implemented a centralized data management solution for a subscription-based company, enhancing security and efficiency.
$13.5 million
Estimated ROI within 3 years
Established agent management and consistent reporting processes
Significant monthly savings through new vendor terms
CASE STUDY DETAILS
Project Summary:
CH Consulting Group tackled a complex challenge for a subscription-based organization with over 32 million subscribers, generating $5 billion in revenue. The company faced risks of data breaches due to its decentralized outbound calling operations across more than 10 contact centers in up to 30 locations. To comply with FCC regulations and reduce the risk of data breaches, the company sought to centralize its data management, a move that also promised significant ROI.
CASE STUDY DETAILS
Project Challenges:
The initial assessment identified several challenges:
- The company's large outbound call volume was managed through multiple contact centers, complicating data compliance and control.
- The decentralized system increased the risk of data breaches, potentially leading to substantial compliance fines.
- The company struggled for over a year to find a technology vendor capable of handling the immense data volume across multiple vendors in an outbound environment.
PLAN OF ACTION
Project Solution:
CH Consulting Group provided essential expertise in executing a comprehensive RFP process, enabling the client to develop an effective centralized outbound management strategy. This new approach is set to significantly reduce costs, improve operational efficiencies, and deliver an impressive ROI.
plan of action
Project Solution
- Defined standard user and technology requirements.
- Managed the Request for Proposal (RFP) process, including vendor selection, evaluation, and detailed ROI and budget analysis.
- Halted vendor meetings and presentations until a clear strategy and requirements were established.
THE OUTCOME
Project Results
- Completion of the RFP with well-defined user and technology requirements enabled the company to make informed decisions.
- The centralization of data management would lead to improved agent management, consistent reporting, reduced failure and compliance risk, and enhanced customer experience.
- Identified opportunities for negotiating terms with contact center vendors, projecting significant monthly savings.
- The implementation of the centralized data management strategy is expected to yield an estimated ROI of $13.5 million in three years.