$300 million+ in Sales Gains,

$75 million+ in Cost Savings for Clients*

*Success Stories*	Home Page
OPTIMIZING HOT LEADS: 42 Steps Reduced to 5 Steps. $30,000 cost results in $9 Million Expected Gross Profit Over 5 Years. 30x Payback for Client* *Before:* *42 Steps to Process a “Hot Lead”* *After:* *42 Steps Reduced to 5 Steps.* **$30,000 Cost Results in $9 Million Expected Gross Profit Over 5 Years.* How To Capture Cost Savings of $9.8 Million and Gross Profit of $216 Million Over Five Years ( BIG OUTCOMES, GOALS: 1. "Every Customer Service Contact is an Opportunity to SELL" 2. 360 Degree View of Customer for BETTER SERVICE, Happy Customers BUY MORE 3. Earn Higher Margins In a Commodity Business 4. On-Time Response To Customer Requests Enforced: Service Level Agreements 5. Hot Leads: Optimizing The Process 6. Grow Direct Sales at Higher Margins a. Without alienating distributors b. Send low margin, higher cost customers to distributors c. Grow smaller customers (shorter lead times, faster response to technical and service questions) 7. Skill Based Routing, Optimized Routing of Phone, Chat, Web Form and Email Cases a. Most qualified agent handling key customers / prospects for least total labor cost b. Move away from "One Agent / One Customer" problem c. Universal Agent Goal: Allow all agents to do Customer Care, Product Specialist and Inside Sales jobs 8. Lead Qualification: Web Site / Trade Show / Email / Text Campaigns become qualified, prioritized leads 9. "Meet Competitive Price" Request: For distributors and internal sales people 10. Warm Hand-off of Leads to Distributors: a. $5 Million gross profit expected over 5 Years b. "Prevents lost sales because we no longer have to rely on the customer to call distributor and place the order." c. Keeping Distributors Honest: e.g. "taking our lead and selling a competitor's product because get paid more..." 11. Stop Time Waste: Reduce Complex, Repetitive Email Tasks. a. $258,000/yr savings 12. Close Ratio Improvement 13. Stop Working Old Leads, Reach Out, Generate More and Better Leads 14. Configure, Price, Quote, Estimates Proposals a. Best close ratio with least delays, labor, mistakes, Liability 15. Other Items Worked On By Other Teams, Other Clients a. Big Sale Tracking b. Cross Selling, Up Selling c. Customer P&L, Cost to Serve d. Increase Services Sales e. Sales Support Processes f. Mobile Devices... HOW TO: BIG STEPS TO GET TO GOALS 1. Parts Catalog on Web Site: MUST GET RIGHT a. Mix, Match, Pick, Configure Logic: "How product fits together" b. "How sales configures, delivery process, field installation, field service work" c. Sales, product management, field service buy-in 2. Data Clean Up: Catalog, Contacts, Accounts: MUST GET RIGHT 3. Identify Customers, Prospects by Email, IP Address: When? How? 4. Check Out Process / Take The Order: MUST GET RIGHT 5. Hot Lead Capture: Where? When? How Transmit? a. Logged in user or anonymous user? (matters) 6. Chat, Pop up On Web Site: Interaction with Prospects, Customers 7. Live Agent Support Or Chatbot Or Email Only? 8. Triage / Prioritize Leads, Prospects, Accounts: a. Degree of support at each step? 9. Payment Processor: MUST GET RIGHT a. Configured correctly, might require customization b. P.O.? Credit Check? Credit Card? 10. International Implications: Language, Currency, Regulations, Licenses 11. Cosmetics: Last. Involved up front, but on a leash FULL CASE STUDY DETAIL** 3.37) $8.7 Million Salesforce Project Results in Cost Savings of $9.8 Million and Gross Profit of $216 Million Expected Over Five Years* THE MOST IMPORTANT ARTIFACT: Detailed Payback Analysis Click for Full Details Technical Case, Confidential Detailed Analysis of Users Stories, Sprints, Estimate, Actual Cost, Payback per User Story	(formerly)
Texas Instruments Project #1 Bleeding Edge imaging, workflow and process improvement project for accounts payable resulted in on time, on budget, as promised, cover story for PMI magazine. Saved $2.25 million in labor over 5 years and improved internal customer service 400%. Completed in 120 days. CLICK for PMI Article and Book Excerpt
Texas Instruments Project #2 Imaging, workflow and process improvement project *Helped* *Reduce Outstanding* *Accounts Receivable by* *$1.5 Million* over 5 years. Completed in 120 days. CLICK for PMI Article
*Defense Contractor – special case – details confidential.* Electronic Border Wall project Amphibious Assault Vehicle 360 Degree View Project F-35 Helmet Project Backup Helicopter Display For Emergencies Project Handheld Targeting Device Project
Helped migrate customer service database from mainframe to client server.
Making the intangible TANGIBLE: Agile and KANBAN (Japanese method) shows how hopelessly OVERCOMMITTED we became – and how to solve it. The “BAND-AIDS AND BAILING WIRE” problem of too many acquired systems, too many products, TOO MUCH COMPLEXITY One Page Process, Outcomes, Use Cases, Architecture The Ballad of Max: How Maxine, a single “power user” with no code software produced $500,000 of five year payback. Understanding HIGH VALUE – 10X Payback work – versus HYGIENE (must do) work – and how to prioritize
On Time, On Budget, As Promised: Earned Value and Scope Discipline Prevent 30% Overrun. Simple, Fast Development, Scope and Cost Controlled through Screen Flows and User Sign-Offs. Completed in 90 days. -Screen Flow Change Control Simple With Sign Off -Earned Value Training Materials -Simple Project Plan Testing Too Low
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