A PE firm had bought two call center companies with the goal of combining efficiencies through a digital transformation. Both companies operated with traditional, manual offline processes and management was convinced of the opportunity to drive revenue and efficiencies with digital technologies. The challenge the company faced was that with the myriad of performance improvement options it was unclear where to start.
As part of SVSG’s digital assessment, we first mapped the business KPIs, such as workforce conversion rates, to the corresponding product and technology KPIs by developing and assessing a process flow of the customer and employee journeys. We identified the biggest friction points in each journey which allowed us to quantify the impact of improvement.
For each friction point, we then employed our Digital Flow playbook to identify solutions based on similar scenarios we have encountered in our collective experiences as hands-on CTO and CPO operators. We performed a build vs buy assessment, resulting in three initiatives that together would provide a 10% increase in EBIDTA.
With this focus, the company was able to proceed with their digital transformation knowing they were tracking toward the biggest value drivers for the business.