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| The customer service center of a large computer hardware manufacturer began receiving an increasing volume of customers requesting spare parts. The company was in a predicament: it wanted to continue to supply spare parts for their customers, but they were finding that the spare parts request calls bogged down their normal customer service operations, thus creating a cost center. The manufacturer desired to outsource these incoming calls, hoping it would enable them to focus their call center efforts on their core competency: computer hardware customer service. Additionally, the manufacturer hoped to start breaking even on these spare parts calls, instead of losing money. |
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| Realizing the client's high demands and need for service, BizThinker quickly assigned a client management team to the manufacturer's project. The client management team identified and analyzed areas that BizThinker could improve in order to meet the client's objectives. |
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| BizThinker's client management team created a process to implement these needed improvements and field 100% of the spare parts calls. This was a highly technical project. As such, BizThinker implemented an advanced training program through which their telephone representatives and supervisors became fully trained on the client's intricate and complex product line. |
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| BizThinker built a team of skilled representatives to handle all aspects of the manufacturer's spare parts business, including taking the orders, processing the orders, fulfilling the orders(sending out the spare parts), and reconciling all revenues. The management team also created and facilitated a web site for the manufacturer to better assist the client'scustomers. |
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| Exceeding the client's expectations in nearly every facet of the project, BizThinker didn't just help this manufacturer break even on their spare parts-they turned it into a profit center. By the end of the second year running the project, BizThinker had increased the client's revenue by 300%. After three years of servicing the client, BizThinker has upheld this revenue growth for the client and increased the number of billable orders within a shorter amount of time. |
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| The client's decision to outsource their spare parts calls to BizThinker resulted in the transformation of the client's cost center into a profit generator. |
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| Because of the increase in their profitability, the client is now changing the strategic direction of the project by actively marketing accessories in their catalogs and on the web. What used to be a hassle has now become a boon. |
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| Additionally, BizThinker's skilled operators have increased the client's customer satisfaction levels drastically-the manufacturer now concentrates solely on their core skill: computer hardware customer service. Due to the project's success, the client has outsourced four additional projects to BizThinker. |
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