| Project | KPI Knowledge |
|---|---|
| Industry | Retail |
| Customer Representative | COO and CIO |
| Critical Issue(s) | Content creation and management tools were outdated and inefficient
Wanted to improve content authoring efficiency and reduce cost of call center support |
| Reason For Issue(s) | Increased technical support costs from the employees at the branch offices |
| Capabilities | Create a self-service help desk portal |
| Solution | Fenway Group provided a collaborative consulting team to assist the customer in realizing their vision of a solution |
| Core Competencies | Web application development, external portal, analytics, UX, system integration, process improvement |
| Result | Implementation and use of the self-service portal reduced costs by $500,000 a quarter by decreasing the number of T1 calls to the help desk |