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Benefits Provider - CRM Implementation
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A pioneer e-service benefits provider that delivers innovative benefit solutions to large corporations across North America to help attract and retain employees using a proprietary technology to support a large profiled consumer population.
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A young company with a highly credible, progressive culture, the Client was embarking on a dynamic new venture, and, was looking to formulate and implement all customer contact requirements and processes for a CRM implementation, as well as for their Call Centre. Simultaneously, they needed to manage the development and start-up technology required to launch their service which was being developed out-of-house.
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The mandate for BICS required that multiple projects for this start-up environment be managed concurrently, with an aggressive time and quality expectation, while efficiently managing the scope of the project within the start-up budget constraints. By focusing on specific key deliverables, BICS consultants helped the project team and the customer to clearly understand the benefits they were getting for their investment in this project, as well as help to consistently stay on track to launch. BICS knowledge of call centre solutions was critical to getting the right solutions in place that would grow with the organization as it grew. They were responsible for providing input into the choices of all types of call centre technology, including Centrex-based voice lines and integration of digital web-based chatting with the call centre.
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The success of the project was measured in terms of successfully adhering to the timeline throughout the project, completing the project within the allotted budget, and launching the Call Centre on time.
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