Definition of value proposition in Contact Centers outsourcing

A supplier of contact center services increases new clients revenue stream adjusting the services portfolio and the sales process according to the customer value delivery.
Initial client situation and challenges

Despite having extensive experience and expertise in providing a variety of services to a number of selected clients, in very competitive, highly demanding sectors and complex e...

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Transformation of the distribution network sales model


Initial client situation and challenges

The client started a transformation process of the business model, transitioning from generalist area managers with a high degree of autonomy to create differentiated business lines in each local office, based on specific methodology by customer segments.

Within this process the SMEs National Management Office was created, responsible for ...

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Help Desk optimization

Help Desk and support service from and company with 4.000 employees reduces staff costs by a 30% and improves resolution times.
Initial client situation and challenges

The high degree of specialization generates low productivity levels with significat individual deviations in resolution time due to the low maturity level in work standardization and a lack of individual follow-up process...

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Multi-Channel customer service improvement

Multichannel customer services contact center improves users efficiency and satisfaction, increasing access quality while cutting down staff by 25%.
Initial client situation and challenges

The existing Contact Center suffered from high levels of abandonment and delayed email response times that were recurrently addressed through the recruitment of temporary staff.

In addition to ...

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New Model of supply chain management

The lavatory division of a multinational corporation, leading in design, production and distribution of bathroom products reduces by more than 80% its production downtime by adopting a new management system for its supply chain.
Initial client situation and challenges

The lavatory business unit, under a growing demand on its catalog composed by more than 40 different models, was sufferi...

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Production efficiency and profitability improvement

A production centre owned by a multinational group leader in manufacturing and distribution of application cabling for multiple sectors increases plant production results by more than 25%.
Initial client situation and challenges

The production centre operational situation with high capacity saturation of its quarterly production schedule and a sustained service level deterioration was c...

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Operations management model transformation

Large-tonnage machinery engineering and manufacturing company, subsidiary to an important, diversified multinational group, improves profitability and service levels by implementing a new operations management model.
Initial client situation and challenges

The company, specialized in designing and production of customer-tailored equipment goods was experiencing delays in the execution o...

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Business model change and corporate restructuring

Multinational holding devoted to fashion industry with worldwide presence reshapes its activity in the Iberian Peninsula transforming the business model and restructuring its operations.
Initial client situation and challenges

The group managed all its operations in an integrated way and under the same brand within the luxury segment, from the design of the man, woman and accessories co...

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Redesign of the retail distribution strategy

Multinational distribution company of a premium fashion brand redesigns its distribution strategy in the Iberian Peninsula to adapt to the luxury segment, according to its brand target positioning.
Initial client situation and challenges

The company’s distribution strategy in the Iberian Peninsula, with a total revenue of several hundred million euros, was composed by wholesale ch...

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