We were engaged by a global health-care company to assess and improve their customer service capability. The organization had evolved through:

• Internal consolidation of contact centers and support operations
• Integration of acquired companies

A leading power and control product manufacturer has worldwide annual consolidated sales of approximately $9 billion and roughly 200 manufacturing plants worldwide. We worked with a division of the company known for quality switchboards, switch gear, breakers, and other electrical components used in the energy, building, industry, and infrastructure markets.

A professional services firm was experiencing stagnant revenue, with a rising cost of sales. They had a poor conversion rate of leads into opportunities, with comparable performance challenges in converting opportunities into contracts.