Client Successes

Selecting a Predictive Dialer Vendor to Improve Customer Experience

Payroll Product Developer

Challenge

How do you create a customized business case for vendor selection? The customer was a privately-held firm building a payroll product that provided a unique employee benefit that allows employers to make payroll deductions for employees to purchase a personal computer. Customer Value Partners (CVP) was engaged to create a business case and vendor selection for predictive dialing technology that would reduce customer care costs, increase sales closure rates, and improve customer experience.

Approach and Results

To support this need, CVP created a current state analysis of the customer service operations, gathered detailed business and technical requirements for a predictive dialer RFP, and wrote the formal RFP while analyzing a short list of the most optimal vendors for distribution. We then executed the RFP process, looking for: fit with the business and technical requirements; degree of modularity so up-front costs were manageable but could scale with growth; and finally had flexible lease or financing options available. The final solution was selected in an accelerated vendor selection process and provided our customer a solution that reduced call volumes, increased Automated Self-Service, streamlined Order Processing, and delivered Customer Satisfaction Surveys, with a payback of under six months.