Following table shows one of the best practice program we’ve been facilitating for the Global Top Tier Customer Electronics for their Customer Service Back Office Operations

As the client’s business grew exponentially, their service support functions segmented to become a $20M per month operation consisting of 20 business lines with a workforce totaling 450, using 9 different systems to deal with more than 260K transactions per month.

Through CEF Solutions end to end Program Management, this operation was successfully revamped and transferred under the CEF Solutions outsource model. This minimized the client’s burden to directly manage the operation and resulted in enabling the client manage whole operation through 3 dedicated individuals providing strategic guideline focusing on core competencies rather than operational house-hold matters.

The client managed a complex Customer Care back-office operation through 6 Line of Businesses located in 3 domestic sites at CA, NJ, SC. The area of opportunities were multiple touch points causing negative customer journey, longer case duration and increased operation cost.

CEF Solutions conducted an end-to-end assessment and through its findings, launched a 2 month proof of concept pilot. It not only streamlined the process through consolidation of workforce and line of businesses but also achieved 62% cost reduction with improvement in all service KPIs including a 37% reduced service turnaround time . Today, CEF Solutions manages the whole operation with a workforce of 150 at Dominican Republic with 3 program management resources at NJ, which is next to the client’s operation Hub.

As the client’s business grew and the volume of parts manufacturing increased which resulted in the expansion of the production lines, they struggled to manage the production lines due to limited process management capability and minimum management experience at this scale.

With the mission to enhance productivity and optimize the cost of operation, CEF Solutions conducted a 2-week comprehensive operation due diligence consulting which identified major areas of opportunity for improvement such as production workforce shift optimization and worker’s performance management.

CEF Solutions deployed these changes to selected production lines which resulted in 30% reduction of workforce headcount and an overall cost savings of 20% for each parts manufactured.