Success Stories

Bandag - High Performance Contact Center

Client:

Bandag

Challenge:

Help Bandag develop a go-forward framework, business case and high-level implementation plan for optimizing its customer service strategy, programs and capabilities

Solution:

A call center customer service assessment
Created an Activity Based Costing (ABC) model for all customer service departments
Achieved a Future State vision and roadmap as the final product deliverable

Results:

A strategic framework to optimize customer service
A robust ROI analysis and business case was created to support key recommendations

Bandag is primarily engaged in the manufacture of procured tread rubber, equipment and supplies for retreading tires (traditional business), principally for commercial and industrial customers. BDG and its licensees have approximately 1,100 franchisees worldwide, with 31% located in the US and 69% internationally. Most of Bandag’s franchisees are independent operators of full service tire distributorships. Bandag is a NYSE listed company and is the market leader in retreaded tires.

Summary of the Scope of Work Performed

CSC was engaged to assist Bandag in developing a go-forward framework, business case and high-level implementation plan for optimizing its customer service strategy, programs and capabilities. Customers are defined as franchise dealers and major truck fleet operators. The work included:
- Customer Service assessment including all North American call centers
- Activity Based Costing (ABC) of the Customer Service department
- Future State vision and roadmap to achieve the vision

Summary of the Results Achieved

CSC performed a detailed assessment of customer needs and costs to provide services leading to a Strategic Framework that included 8 recommendations to optimize Customer Service. Additionally, a robust ROI analysis and business case was created to support key recommendations.

Related Information

CSC’s High Performance Contact Center offering can help you save 25 to 50 percent by consolidating your decentralized call centers into a network of high performance contact centers.