Case Studies / Program Management
Problem Resolution and Program Management of a Mission Critical, State-Wide Agency Operation
Government Industry
Scope
-
The Department of Employment Security for one of the largest states was confronted with rising unemployment claims and was unable to handle the mounting call volumes
-
This department was awarded a Federal Grant, which provided funding for a new phone system to improve call handing and customer service in its contact centers. It was imperative to invest the grant funds in a way that maximized benefits.
Results
-
In the initial engagement, NRG identified the key issues to be resolved with a new phone system. Inadequate trunking, outdated queuing and lack of skills-based routing were addressed
-
Technical assistance and sourcing support ensured a competitive RFP and vendor evaluation
-
Program Management discipline led the conversion of 4,000 existing phone systems to new VoIP systems, along with the associated cut over of voice and data lines
A Tailored Approach For Every Consulting Service
At The Northridge Group, we offer solutions to your most complex business challenges. With a robust suite of consulting services, we can help you in any or all of the following areas:
Talk To Us About Your Organization
With experience across nearly every industry, non-profit, and governmental agency, we have the team to help you grow.
