Cost Savings and Efficiencies
How we do it
When HGS assumed the program, there was significant client money being lost to machine service for no-trouble-found (NTF) machines. The service vendor at that time was unable to effectively troubleshoot with customers to prevent inefficient shipping and maintenance of non-defective machines.
With HGS’s insights team diving into root cause, user error was increasingly determined as the issue source. We also provided critical reporting that identified a particular defect as the key cause of a select few defective machines.
For further cost savings, HGS has tightened up the training program, set up a temporary seasonal contact centre in Chiswick to handle extra volume, provided advice on PCI compliance, worked with the client to find ways to improve forecasting, and launched a live-chat channel.
Due to the shipping and maintenance issues, HGS has created efficiencies for the client to drive up to 50% cost savings. With our custom insights and reporting, HGS provides the client a foundation for enhanced research and development and product improvement. As a result, HGS outperforms an outside vendor as well as the client’s own in-house service to achieve preferred provider status.
On the training front, HGS has worked with the client to shorten 14 days of initial training on products, company info, coffee flavours, equipment, soft skills, and procedures to 8.5 days by asking advisors with 6 months of experience to cut material. Armed with this feedback, HGS piloted a new course and measured the quality impact of the changes.
Additionally, HGS advised on the PCI setup at the client’s office by suggesting methods of streamlining capture of credit card information. We suggested having customers enter their own credit card by phone so advisors never see or hear the card number.