Comprehensive Operational Assessment Uncovers $5 Million in Annual Cost Savings for Leading Transportation Agency
Weak contact center processes, outdated technology and vendor staffing issues made it difficult for a leading transportation agency to effectively handle its five million calls annually. With business growth expected to rise and an increased focus on improving the customer experience, the transportation agency engaged The Northridge Group to transform its call center process, upgrade technology, improve vendor support, and reduce operating costs per call.
To achieve the client’s goals, Northridge provided a comprehensive operational assessment of its current technology, staffing and facilities environments, along with a detailed analysis of cost-saving alternatives. This was followed by the creation of a strategic roadmap and vendor RFP support to achieve a best-in-class call center process and outsourcing support. A new outsourced vendor with state-of-the-art technology was selected, delivering up to $5 million in annual savings to the client.
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