Following significant spending on technology solutions in the
late 1990s and early 2000s, companies in all industries are
keenly searching for opportunities to cut costs and do more
with existing infrastructure. Princeton's consultants are keenly
attuned to this and we work with our customers to identify and
realize these opportunities.
Our process, technology and offshore development solutions help
our customers more fully leverage call centres across the organization
and improve their operational efficiency, improve the adoption
and effective use of technology, and reduce the cost of systems
development.
A major high street retailer selected Princeton to help them
realize their vision for a more consistent and cost effective
process for managing customer calls across all of their stores.
Princeton assisted this customer in shaping and articulating
the vision, reviewing existing call handling processes, selecting
and implementing a technology platform and fine tuning operational
processes. In addition to ongoing savings on the order of 20%,
the new call centre environment will deliver a more professional
customer experience, better support for home delivery and has
become a flexible corporate asset to support new initiatives
such as web selling.
When British Telecom began to review opportunities to reduce
the cost of their CRM development, they turned to Princeton,
a long-term partner. Through the innovative blending of Princeton
UK and Princeton India resources, both onshore and offshore,
BT has been able to reduce the cost of its CRM development activities
by 30%, whilst effectively managing risk and maintaining the
highest quality.
A UK district council had spent significant time and money implementing
a new Siebel system to better manage their citizen contact centre.
Following this implementation, they found that productivity
had not increased in line with their expectations. They also
found that their future plans were stalled until process and
system issues could be adequately resolved. Princeton worked
with this customer to improve agent use of the system resulting
in productivity gains of more than 20%. Princeton continues
to work with this customer to reduce the cost of ongoing support
of the system and to implement future upgrades to support their
strategic plans.
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“Princeton
has demonstrated innovation in their delivery mechanism through
moving to off-shore working, delivered significant cost savings
from a traditionally expensive activity whilst continuing
to provide specialist skills for a key BT programme with no
loss of quality.”
BT Procurement |
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