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Copyright 2001-2011 Transformation Associates, Inc. All rights reserved.
Consulting Services
- Strategic and Functional Planning
- Information Technology Consulting Services
- Customer Relationship Management Center Services
- Business intelligence consulting services
- Project Administration
Strategic planning consultation services
Strategic and Functional Planning
Our business planning facilitation process includes every component a group needs to generate ideas, develop initiatives to drive the business forward and plan for successful execution. We work closely with leadership to prepare for the planning workshops, organize and facilitate the session and consolidate and deliver the final plan documents to the team. To read about our planning process in detail, please visit our website: http://www.TransAssoc.com/planning-approach.
Information technology consultation services
Information Technology Consultation
TA’s core business is seamlessly bridging the gap between IT and management consulting, enabling our clients to receive the best strategic advice and guidance on using information technology to streamline workflows, automate processes and meet business objectives. We accomplish this through our unrelenting focus on purpose, people and process in each and every engagement. Exceptional application design, software implementation, database development and project management support are only possible when the strategic objectives for undertaking the project (PURPOSE), the interaction with users, customers and stakeholders (PEOPLE) and the underlying work structure that the technology will support (PROCESS) is carefully considered. Our talented staff with its deep understanding of business process, ability to work with people and pragmatic approach delivers measurable results for our clients. For more information about our technology consulting services, please visit our website: http://www.TransAssoc.com/technology
Information Technology Consultation Services for Contact Centers
We recognize that depending on the customer contact environment, information technology may be used in a variety of ways, with front line personnel using multiple solutions including CRM, financial management, ordering, workflow management and knowledge management/problem resolution tools. Behind the scenes, a combination of IVR, CTI, ACD, workforce management, contact routing, call monitoring and business analytics or conventional reporting systems may be at work. What we typically find is that no matter what mixture of software solutions are used in a particular environment, there are always ‘low-hanging fruit’ opportunities to optimize the information technology configuration. This is typically due to the fact that (a) the contact center has outgrown its original design due to changes in the business model responsibilities or (b) software has been added over time that functions as a ‘stand alone’ fix to a particular contact center responsibility. Whatever the scenario, we pride ourselves on the ability to provide blueprints for pragmatic information technology advice and solutions.
Customer relationship center management services
Customer Relationship Center Management Services
Members of the TA team have extensive experience with contact center operations, including the use of both customer-facing technology and internal support software. Our projects have included work on IVR design, ACD optimization, workforce management, knowledge management and transactional software implementation. We have worked in some of the most diverse and challenging contact center environments, from company start-ups to outsourced mega-centers. Our CRM expertise includes backgrounds in traditional software design to the integration of leading-edge social media approaches to customer service. Using Lean approaches to process improvement, pragmatic metrics design and implementation, and enhanced data gathering techniques for improved business intelligence, we are passionate about the need for best-in-class customer interactions that make a difference to a company’s bottom line.
Business intelligence consulting services
Business Intelligence
We provide the consulting, process and technology support to turn data into meaning for your business. Whether you have invested in high-end business analytics software or are reliant on spreadsheets to understand exactly what is happening in your business, it is crucial to first understand exactly what information is needed to make business decisions. We work closely with clients to answer this question up front, then we help identify which data can be sourced and combined to benchmark progress toward your business goals. Sometimes our engagements involve helping clients make better use of the metrics and performance reporting capabilities in larger enterprise applications such as SAS and Cognos. Conversely, we also have built many custom reporting applications, both standalone and “plug-ins” that sit atop larger databases, for clients who either do not have an enterprise application, or have a unique need that cannot be addressed with their existing systems.
Overall we see that the challenge today is not a paucity of information, but rather decision-making that is impeded by an overwhelming deluge of disparate pieces of data. No matter how comprehensive or limited your technological approach to reporting may be, the bottom line is that data need to be converted to meaning to be useful. Our goal in this regard is to help you define and prioritize what information you need to make decisions, identify data sources and then produce intelligence that can be utilized to drive your business forward.
Our consultants have a minimum of ten years experience in project administration. We have worked with a mixture of small, mid-size and large corporations across a wide variety of industries. Our project assignments have included process redesign and automation, organizational consolidation and expansion and many other types of initiatives. Depending upon the client need, we will collaborate to produce an end-to-end project plan, assume leadership of the project, or provide expert guidance and coaching for the duration. By staffing both the strategic and tactical roles as necessary to ensure project success, we provide multiple levels of managerial influence, from adoption of high-level balanced scorecard goals to defining and tracking day-to-day project deliverables and responsibilities, including scheduling, budgeting, risk management, quality control, resource assignment, and conflict resolution. At the heart of our project administration support offering is a legitimate passion to ensure that the outcome is in the best interests of the project sponsor and the company as a whole.