Situation

A dominant manufacturer, distributor and service provider for a wide range of business equipment that supported 2.5 million customers, 8 million equipment service agreements and 24 million annual invoices was facing significant issues with eroding market share, declining customer satisfaction, unsatisfactory operational productivity and poor system performance.

Solution

A NextLevel partner, as Executive Director, Information Systems was brought in to establish an overall architecture, vision and direction for all application solutions. He led the implementation of leading edge applications across sales, marketing, customer administration, field service, logistics, finance and human resources. He also transformed the IT organization into a high performance team. With his guidance, the company was able to replace all of the applications that were previously in place; implement leading edge wireless communications, workflow and business intelligence solutions; and eliminate a legacy data center.

Results

  • Cycle time for key business transactions was reduced by 87 days, 80 percent of customer problems were resolved on first contact and an additional $120 million in cash was generated from operations.
  • Administration and service dispatch centers were consolidated from 89 locations to six.
  • A single source for all business information contributed to a 20 percent increase in customer satisfaction as measured by outside surveys.
  • Development productivity increased over 15 percent and employee satisfaction over 25 percent through the pioneering use of team building, professional development and self-directed teams.

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