Corporate Express (CE) is one of the world’s largest business-to-business suppliers of office and computer products/services. CE sought to convert Customer Care into a consolidated strategic asset and improve standardization and efficiencies company-wide. The goal was to provide a powerful experience for customers via a centralized and standardized Customer Experience Center located in Aurora, CO. More than 500 Customer Service professionals would be recruited and hired over a six-month migration period. Sought after by the corporate sponsor, PowerHouse played a leadership role in all aspects of the two-year project. PowerHouse was a key member of the core decision-making team for all major consolidation initiatives. These included pre-project strategic planning, operational assessments, organizational planning and tactical execution, technology acquisition and deployment, and learning and performance programs.
Hapag-Lloyd (Americas), Inc.
Hapag-Lloyd (Americas), Inc. is a leading globally operating logistical services company. PowerHouse conducted a Call Center Operational Assessment that examined Customer Service processes and supporting technology. We created a design configuration to support the objectives of the operation and identified requirements for voice/data networks. PowerHouse also delivered customized Leadership Seminars to Call Center directors and managers.
Uline is the leading distributor of shipping, industrial, and packing materials to businesses throughout North America. PowerHouse conducted a Telecommunications Assessment of the Call Center’s telecom and technology environment. We evaluated the current telecommunications environment – including voice, data, and cabling – and analyzed communication requirements over the next five years. PowerHouse developed a long-term Strategic Plan for leveraging existing platforms and newest developments in telecommunications technologies to meet the needs of the organization for the foreseeable future.
United Parcel Service
United Parcel Service (UPS) is the world’s largest package delivery company and a leading global provider of specialized transportation and logistics services. The company sought to revolutionize its networked systems that customers use to track and ship packages. This meant that existing Call Center technology would need an upgrade to support more than a million new software users. PowerHouse collaborated with UPS to assess the current state, develop design requirements, and create bid specifications to source the new technology. The final solution included the implementation of a Siemens Model 80 PBX with Resume Routing ACD capability and a GeoTel ICR Platform that connected a multi-site, multi-vendor virtual Call Center telecom network. In a second UPS engagement, PowerHouse supported the PBX replacement process for 125 telephone systems. We created a phone system design, wrote the RFP, and managed the proposal evaluation and vendor selection processes. Approximately 40,000 extensions across 128 sites had to be VoIP-enabled to take UPS into the future.