Learn how some of the world's most successful and innovative organizations have implemented LTI solutions and services. To see LTI's ever-growing list of clients, click here.
Case Study #1: For a specialty pharmaceutical market research firm
LTI partner to transform its “white glove” physician-facing customer service and data collection operation. That operation collects data that our client uses to analyze the impact of pharmaceutical marketing on prescribing physicians behavior.
Leveraged Technology rapidly gathered and distilled the requirements into a 90-day plan, developed the processes and controls to assure operations integrity, and selected the appropriate technology to validate that staff could effectively work at home, without loss of staff/physician satisfaction or business control.
Case Study #2: An Insourced Solution
A major pharmaceutical firm wanted to make improvements to their client services department policies and procedures . First, the support organizations operational model was evaluated and "low-hanging fruit" identified. Leveraged Technology assisted them in moving their current model of a "catch and dispatch" help desk to a Service Desk model based on ITIL best practices. Leveraged Technology then recruited and staffed the new service desk with certified Support Analysts and worked closely with management to develop the standard operating procedures (SOPs) for the group. In addition, LTI assisted in training our existing analysts on the improved procedures to foster increased customer satisfaction.
Case Study #3: Strategic Sourcing
A global pharmaceutical organization needed to staff their newly created Service Desk with 38 new support analysts. Leveraged Technology assisted the client with staffing for 60% of the 38 analysts needed. Leveraged Technology also provided soft skill training during the orientation of the 38 analysts and provided training and implementation of their KCS based knowledge management database.
Case Study #4: Creating a Platform to Support Rapid Business Growth
A major global telecommunications software solution company had a 24x7 product support call center that had little process or automation, which constrained the company’s growth. LTI overhauled and managed the operation for over five years achieving the following milestones:
- Built a new support operation and seamlessly transitioned in under 60 days, ahead of schedule and budget
- Designed a global support center to accommodate rapid growth, handling a 144% increase in call volume during first year, increasing number of analysts by 46%, but slashing cost-per-call by nearly 40%.
*KCS is a service mark of the Consortium for Service Innovation