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Case Studies

Clients

Contact Center Transformation
Acquiring the Right Customers – Targeting Strategic Channels – Internet and Media Company Optimizing Product Marketing – Leading Publisher of Construction Data Leveraging Data Warehousing to Examine Your Customers More Closely – Mobile Wireless Service Provider Creating a Roadmap to Take Customer Care to the Next Level – Mobile Wireless Service Provider Selecting the Right Interactive Voice Response System for Your Customers’ Needs – Mobile Wireless Service Provider Selecting the Most Effective IVR to Improve Customer Experience – Large Community Bank Selecting a Predictive Dialer Vendor to Improve Customer Experience – Payroll Product Developer	Contact Center Optimization Dramatically Improves Call Accuracy and Efficiency – Midwestern Blue Cross Blue Shield Organization Developing Programs for Beneficiaries and Advocacy Groups – Health Insurance Organization Workforce Optimization for Medicare Administrative Carrier (MAC) – Midwestern MAC Workforce Optimization for Medicare Administrative Carrier (MAC) – Northeastern MAC Analyzing Service Levels – Procurement Service Desk and CRM – Federal Agency Enhancing Public Housing Self-Service – Midwestern Public Housing Authority – Housing Choice Voucher Program (formerly Section 8 Housing)
Emerging Technologies
Building an Interactive Social Media Portal – Magazine Division of a Major Media Company Managing Tenfold Growth – Organization, Volunteers, and the Benefit of Web – Educational Services Organization	Digital Transformation – Major Media Company Building a Community Portal to Support Returning Veterans – Collaborative Government and Business Non-Profit Organization
Information Protection & Privacy
Information Systems Security Program – Safety Division of a Federal Civilian Department Creating a Strategy – The Right Mix of IT and CRM – Armed Forces Division	Optimizing IT Portfolio – Fortune 500 Media Company Bringing World-Class CRM Principles to the Federal Government –Technology Management and CRM Support – International Development Organization
Operations and Performance Improvement
Program and Performance Management – Security Bureau of a Federal Department Program Management Office – Safety Division of a Federal Civilian Department Executive Branch Continuity of Operations Strategy Planning and Implementation – Federal Executive Branch Organization Organization Change Management and Training – Federal Bureau and Large Financial Institution	Moving Our Military – Strategic Change and Communication Planning – DoD Agency Rapid Deployment and Operation of Federal Relief at the State and Local Level – State/Local Relief Program and Operations – Supporting Prescription Drug Card Systems – Health Insurance Organization

CVP's Clients – Success Stories