What Our Clients
Say About Us

 

 

 

 

 

 

 

 

“I worked with Kramer & Associates on a massive customer service project  while at CIGNA.  When I moved to BCBS
of Georgia we used them to review our telephony structure and to analyze our workflows.  They did an excellent job.  We have relied on them many, many times and would use them again in the future.“

 

 

Service Delivery Process Optimization

 

Our process optimization service offering focuses on understanding our client current customer contact business practices and procedures, customer base, corporate vision and culture  before 'to-be" proposed improvements are vetted, understood or designed.

The process involves identifying opportunities for efficiency gains in consistency in service delivery.

Specific goals are short term gain and long term growth opportunities are defined in part in these objectives:

·         Increased customer satisfaction.

·         Improved First Contact Resolution.

·         Enhanced sales revenues.

·         Improved resource utilization.

·       Reduced operating costs.

·         Improved KPI Reporting.

We work continuously on refining our consulting methodologies to meet the demands of our clients. 

We are committed to the passion and rigor necessary to meet the business demands of our clients for service excellence and cost reduction strategies to sustain competitive advantage.

Kramer & Associates produced the Systems of Alignmenttm (SOA) methodology that redefined First Call Resolution principles, Contact handling best practices, and rules for integrating Quality and Efficiency. SOA augments the methods of Lean Six Sigma with the rigor of statistics, by combining and narrowing processes with more efficiently defined stages of Customer best practices. This process takes experience, Subject Matter Experts, and pilot testing before pushing it to the design level or training and knowledge management application selection.

Today's analytic tools define screen use both in Front and Back office, efficiencies are significant in gaining service excellence. Let us help you discover greater sustaining processes to improve service.

Our services and expertise include:

 

•  Documenting the current “As Is” processes.
•  Documenting screen navigation/systems access.
•  Identifying opportunities for efficiencies and automation improvements by analyzing:
        >Customer touch points - “moments of truth”.
        >Points of failure. (FMEA & QFD)
        >Incomplete handoffs.
        >Manual interventions and workarounds.
        >Redundant steps.
        >Escalation points.

 •    Defining requirements for:
        >Self-service applications.
        >Information technology.
        >CRM applications.
        >Agent information access/desktop.
        >On-line knowledge sources.
        >Agent training requirements.
        >Agent skills and progression requirements.
  

We invite you to contact us.  Call 1-800-281-1400 or email us at eservice@kramerandassociates.com.  

                        

                     Copyright © Q1 2012 by Kramer & Associates