Global Hospitality Contact Center Transformation

Challenge

A global hospitality client sought to upgrade their Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) software for their global contact center. However, the project was already two months behind schedule when they contacted us. The primary issue was a misalignment between the client and the technology provider. The technology provider failed to request or explain their requirements succinctly, expecting the client to understand and deliver without proper guidance. The client, inexperienced in such a large transformation, needed comprehensive guidance for the project’s success.

Approach

Drawing from years of experience in driving successful implementations, we adopted a structured approach to address the project’s challenges:

Requirements Gathering: The software company provided extensive documents for data gathering. We broke down these requirements into manageable sections and assigned them to the appropriate resources.
Client Guidance: We helped the client understand what was being asked of them, ensuring they knew what to include. This involved scheduling regular meetings and maintaining constant communication throughout the project.
Process Reengineering: We worked through new call flows, leveraging the new software’s features and functions. This involved reengineering their current processes to align with the future state.
Change Management: We assisted with change management both internally and externally, helping the client adapt to new processes and systems.
Documentation and Communication: We explained the complexities of their processes, highlighting that what seemed simple could be intricate once fully documented. We ensured every regional requirement was considered, given the global nature of the organization.

Results

On-Time Delivery: Despite the initial delays, we successfully delivered the project on time.
Process Improvement: We identified and revised processes that needed improvement, shedding light on operational gaps that had been addressed with manual workarounds.
Security Enhancements: Addressed security concerns related to these manual workarounds, ensuring a more secure and streamlined process.
Future State Prioritization: We helped the client develop a priorities list of items to address in the future, enhancing their operations, assisting their agents, and improving overall customer experience.
Client Empowerment: The client gained a better understanding of their own processes and the requirements for large-scale transformations, equipping them for future projects.

Win 1: On-Time Delivery Despite Initial Delays Despite the project being two months behind schedule when we were engaged, we managed to deliver it on time. This win highlights our ability to quickly assess the situation, implement effective strategies, and maintain rigorous timelines to ensure the project’s success.

Win 2: Process and Security Enhancements Through our detailed analysis and reengineering of the client’s processes, we not only identified and addressed operational gaps but also enhanced security measures. This win demonstrates our comprehensive approach to improving both efficiency and security, leading to a more robust and streamlined operation for the client.