Services

Customer Relationship & Contact Center Solutions

An area of particular opportunity for most businesses is Customer Relationship Management (CRM), especially in the space around Customer Contacts. Proactive companies have determined that rather than reduce CRM spending, they will be the ones who invest as much, if not more. Why are they doing this? Because the perceptive companies are the ones who recognize that the customer experience is one of the last remaining competitive levers left in the arsenal that can address revenue, customer satisfaction and expense in one approach. It is particularly important to recognize that improving the Customer interface process is a target rich environment where there are many improvement opportunities to choose from.

Customer and Contact Center management is a particular strength of Principles Group. This solution area plays extremely well for our clients by being fully integrated with our Change & Integration Management, Benefits Realization and Data Management solution practices.

The key is to know what opportunities & actions will provide a return. The best way to accomplish this is to secure the needed experience on what needs to be addressed and then focus upon how to get the work accomplished. Most CRM approaches take on too much and often result in subpar results. Instead, we help you determine what the key business levers* are to achieve benefits and then work with you to successfully implement the solution. Given our expertise in Benefits Realization and in helping many large and medium sized companies achieve success, we help ensure all spending needs will be cost justified. Equally important, we have the the breadth and depth of experience to help you to develop a Customer Contact Strategy, manage the business change and execute specific implementation projects as we have done with other Mid-sized and Fortune 500 companies.

 

A listing of our Customer solution areas of expertise:

  • Customer Contact Strategy Assessment & Approach
    • Customer Contact Strategy & rules for engagement (How customers contact Co. & how Co. contacts customers)
    • Customer Relationship Management – CRM
    • Database & Interactive Marketing
    • Competitive Analysis/Assessment
    • Governance for initiatives and ongoing processes
  • Customer Operations Planning & Tactics
    • Call Center Operations Strategy, Consolidation & Execution
    • Customer Satisfaction Results & Analysis
    • Customer value chain outsourcing, off-shoring and co-sourcing
    • Billing Integration & Execution
    • Self Service
  • Call Center Operations Support/Logistics (business of running a center)
    • Hiring & Training Practices
    • Training Design, Delivery &  Support
    • Business Performance & Metrics
  • Technology
    • Call Center
    • Company Wide
    • Network, Hardware, Software, Applications, Tools
  • SAP/EA Change Integration & Execution
    • SAP/CRM Module Implementation


* International Data Corporation (IDC) indicates that… “Customers are, however, shifting priorities from strategic, long-term projects to shorter-term projects with clear efficiency focus. We see many organizations investing in sales force automation, ecommerce, internet-based marketing, loyalty management, and customer self-service during this crisis as a way to bring down the cost of doing business.”

 


  • Consumer Pharmaceuticals
    PG recently led the Business Impact & Change Integration Management (CM) activity for their large Supply Chain Manufacturing SAP implementation. PG developed the overall Business Impact Management strategy and led the CM team that worked all aspects of the project directly with the business & IT.
  • Packaged Consumer Goods
    Global IT PMO - PG provided thought leadership and design/implementation support for new Global IT PMO. Solution included developing the PMO charter & ways of working, establishing PMO organization structure and the Global IT Leadership Circle, and initiating the "value-centric" IT Portfolio Management process.
  • SAP Project "Expert Witnesses" for Big 4 Litigation
    PG provided SAP Project Expert Witnesses and analysts to a leading legal firm for 2 cases supporting Big 4 System Integrators. PG provided six Call Center Technology expert witness consultants for the largest global Telecom/Contact Center Patent Infringement Case to date.
  • Medical Device & Diagnostics
    Lead Change Management & Business Impact Team at the largest Franchise of client company for multiyear OTC SAP implementation - PG developed overall Business Impact Management strategy and led the highly successful SAP change management activity. We provided CM staff directly to client and worked alongside IBM, the SAP Program technical system integrator.