A publicly funded health and safety association was struggling with outdated customer care methods that led to material wastage, course cancellations, and the inability to meet changing needs. They sought an established partner to provide a wide array of deliverables, including tradeshow management, webinar support, training collateral fulfillment, and government-mandated program reporting. A key obstacle was the existing (and high-cost) legacy staff who lacked the technical knowledge and aptitude to keep pace with constantly evolving business requirements.
After a thorough analysis of the client’s customer care program (with a keen focus on the organization’s mission and growth objectives), we customized an e-commerce platform to manage and control orders for training and marketing collateral. Next, we activated a fully outsourced customer care team to own program management on a day-to-day basis, including in-bound and out-bound calls, webinar hosting, live chat support, and learning event venue management. We also added trade show management services and worked with the client to transition from exclusively instructor-led training to a blend of e- learning pre-qualification, webinars, and condensed instructor-led sessions.
The Gilmore Global result
The client’s new customer care program operates at a 30% cost savings using a highly flexible, sophisticated, and modern operations methodology.