Vertex | Customer Managerment Outsourcing | Cost to Serve
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Vertex | Customer Managerment Outsourcing | Cost to Serve

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Ensuring competitive price, maintaining margin and enhancing customer experience can be difficult. Vertex will work closely with you to understand your business, your customers, and your needs. With ...

Ensuring competitive price, maintaining margin and enhancing customer experience can be difficult. Vertex will work closely with you to understand your business, your customers, and your needs. With this insight we will then apply our innovative tools and creativity to improve the customer experience while reducing the cost-to-serve.

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Vertex | Customer Managerment Outsourcing | Cost to Serve Presentation Transcript

  • 1. Cost-to-serve Doing more for less Key Facts • Assurance company – • Retail company – reduced wanted to reduce their costs for leading retailer by cost-to-serve and Vertex half a million pounds through identified business process front and back office process re-engineering savings, improvements. Costs for through process and leading retailer • Utility company – reduced technology improvements cost-to-serve by 40% in just reduced by (e.g. via Lean 6 Sigma, 22 months. £1/2 automation & other system enhancements). These delivered savings of 9 FTE million and £350k. Reduced cost-to-serve byTo find out more about how wecan help your organisation, callus on 0845 051 8400 or visit 40%www.vertexgroup.comprop/0086/ds/01/oct09/je www.vertexgroup.com
  • 2. Reducing your costs through our rock-solid operationalperformance, deep sector knowledge and the qualityof our people.Ensuring competitive price, maintaining margin and enhancing customer experiencecan be difficult. It’s a challenge to continually improve operational excellence and Best practice methodologiesefficiency – and more so to try to align costs to demand.We’ll provide the answers by understanding your business, your customers and theirneeds. We then apply our innovative tools and creativity to improve the customerexperience while reducing cost-to-serve. Working with you to deliver Demand forecasting real value to customers • Forecast & planning • Scheduling • Performance measurement We bring a robust set of methodologies, practices, Design & analysis tools and management information • Organisational structure which form a key element of our standard operating model for client operations. Understanding Induction your business, • Training induction & development your customers and their needs Reward & recognition • Awards • Incentives Recruit to stay • Recruitment & selection 10 10 Development • Performance management & development Management information • Scorecards & controls We work closely with you, which means we’re able to identify and remove “Reduce the cost, the activities that don’t add value for the customer and get it right first remove the barriers, time for them. The result? Lower operational costs, superior price and people will serve comparison in your market place, while reducing the overall cost to you. themselves, creating Through deploying our approach, Vertex is able to bring clients’ operations to best in class performance compared with external benchmarks. value and innovation Delivering everywhere in the best in class Elements of the solutions identified include channel and location strategies, call centre operations, multi-channel operations, customer insight and management information – ‘up-to-the-minute’ IT company.” Source: Gartner performance applications, services and products to help us, help you achieve measureable service improvements. www.vertexgroup.com