© 2019 EÜRUS Consulting.

GROWTH

CREATION OF A CLIENT RELATIONS CENTER IN 2 MONTHS

OVERVIEW

  • The business activity of our client, a national technical deployments provider, increases by 40% in 6 months – another phase of growth is announced.

  • Customer appointments are at the heart of the activity (> 80,000 appointments per month). This activity is outsourced to call center providers.

OBSTACLES
Issues related to the new and larger scale: 

  • The significant problems are growing exponentially with the massive growth >> Customer satisfaction survey indicates that the quality of service is below the national average.

  • Amount of appointment setting is below expectations >> Deployment under optimal and major penalties impacting the profitability of the business.

  • A high turnover rate among service providers >> Lack of expertise and no increase in terms of quality despite successive action plans.

SOLUTIONS

  • New economic business model (quality vs. non-quality costs).

  • A proper call center with 100 new positions

  • Revolutionizing the traditional hierarchy of the call center: Corporate culture focused on decision-making throughout teamwork and on team empowerment

  • Steering Structure (KPIs, Committees, etc.)

INDICATORS OF SUCCESS

  • Systematic achievement of appointments making targets for call center migrated markets (compared to 70% on other centers).

  • More than 10% field rate (per meter reading / day / technician).

  • More profitable economic model.

TRANSFORMATION

CONTINUOUS FRAUD DETECTION

OVERVIEW

  • Our client activates its network of service providers thanks to commercial aids (> 100 M € / year).

  • Compliance with the aid allocation rules is monitored via field audits allowing the control of paper files for tens of thousands of transactions each year.

OBSTACLES

  • The field audit once a year by an external distributor has become painful and useless >> Increased tension between the company and their providers.

  • Problems are detected several months after the field audit >> The company cannot inform nor can train the distributor immediately.
    Costly and non-exhaustive audits (sampled) >> zero or negative ROI, therefore audit campaigns will be canceled in some years.

  • A difficult IT infrastructure >> 6 to 12 months of delay for each IT evolution.

SOLUTIONS

  • A digital application that reconciles 5 new data sources and continuously scans transactions.

  • Targeted Audit Plan Generator (AI – Machine Learning, detecting suspicious cases).

  • DataViz to manage the performance of the aid allocation process.

INDICATORS OF SUCCESS

  • The application being accessible from the beginning of the project, it adapted as and when, created other features continuously and was delivered after 3 months.

  • 400% ROI after 3 months of use.

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