Bandag - High Performance Contact Center Technology Planning & Call Center Consolidation Design
Client: Bandag
Challenge: 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.
Solution: CSC completed a Customer Service assessment including all North American call centers. An Activity Based Costing (ABC) model was accomplished for all of the Customer Service departments. A Future State vision and roadmap was achieved as the final product deliverable.
Results: 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
Related Information:
Find out more about CSC's High Performance Contact Center Offering at http://www.csc.com/solutions/customerrelationshipmanagement/offerings/952.shtml
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.