Envision, Develop, and Implement Customer Self Service Business Model

Client

 A national company that provides support services to disabled individuals, primarily focused on assisting individuals apply for Social Security disability benefits.

Project Goals

The company’s profit margins were being pressured by commoditization of its primary product, escalating internal costs, and a decline in Social Security payments. The company had the following goals:

• Reduce internal processing costs and time
• Expand into additional markets, especially the direct-to-consumer market
• Improve application success rate

Deliverables

This project produced the following:

• Overall strategy for meeting company goals
• Operational, information technology, marketing, and project management assistance in strategy implementation

Results

• Call center migrated from highly specialized, outbound 9-to-5 process to a 24 x 7 inbound call support center
• Successfully added marketing function to support direct-to-consumer capabilities
• Developed and implemented “self-service” web-based application process