Case Study: Delivery on Business Needs and Customer-Experience

• Client: Leading Telecommunications Company (Fortune 50) (revenues above $120 billion)
• Challenge: The telecommunications company’s large B2B customers were frustrated when they had to deal with multiple departments to address a single issue.  There was no integrated avenue for customers to resolve their needs.  The company designed a web-based customer eServicing platform to overcome this challenge and to provide stellar customer service. It was believed to be ready to implement nationally and globally. However, the management team had recently changed and there was concern about the implementation.
• Solution: Development of a framework to evaluate the launch-readiness of the program, based upon identifying and prioritizing key measures, and the parameters related to these steps. Given that the scope of the initiative spanned every enterprise product/service, a team including all cross-functional members/representatives was quickly established, and a common goal/vision was identified.  We discovered that if the plan had been implemented initially, top-line corporate goals would not have been achieved, and there would have been a dramatic, negative effect on customer satisfaction and revenue. Based on our work, a phased implementation plan was developed, with 100% buy-in from our key stakeholders. 
• Impact: The initiative was implemented successfully, and customers gained the ability to resolve their needs.  Customer satisfaction became highly positive. The program has received multiple industry awards, including the Yankee Group Award and the Stevie Award. Five years later, the integrated platform remains in place with much success.

Case Study: Strategic Business Planning, Operational Models, Societal Change
(This case study / client initiative covers both ‘business success’ and ‘societal advancement’ imperatives.  Each of these independent focus areas is included within the ‘business success’ and ‘corporate citizenship’ case study sections.)  

• Client: Leading Healthcare Company (revenues above $10 billion)
• Challenge: Our client is a global healthcare company, with approximately 1,800+ outpatient clinic locations and several related product & service offerings.  The leadership team was seeking to find new ways, through the use of technology, to achieve corporate objectives.  Goals included industry innovation leadership, visionary strategy, revenue growth, and enhancing patient health. A signature initiative had been identified, with a $180M+ investment forecast. The company has not traditionally launched initiatives of this nature and scale, and the leadership team wanted to deliver the program successfully.  
• Solution: Invision led a comprehensive review of the strategic plan, operational models, and implementation plan.  Top challenge areas and top opportunity areas were identified, with a focus on achieving our core goals above mentioned.  New models, enhanced strategy, business planning, and a comprehensive roadmap was developed.  Within the new models developed, Invision created custom-tailored approaches to overcome our top challenges – developing an advanced inventory planning model, financial integration model, supply chain approach, end-to-end integrated process, among others.  Within the strategic review, Invision developed the multi-year strategic plan to deliver on the core goals of the company/program, holistically incorporating the cross-functional elements needed to foster success. 
• Impact: Implementation for 100% of our 200 national pilot site locations completed successfully. The processes, operational, and business models can now carry the company through full-scale national implementation for all 1,800+ clinics with multi-million dollar cost savings achievements. Executive feedback that the multi-dimensional strategy fits the company’s needs, and incorporates the right key element for delivering on our goals (innovation leadership, visionary strategy, revenue growth, enhancing patient health).  Team feedback that the new models described above are a great asset to the program implementation; E.g., several models far exceeded expectations and are a valuable tool to be leveraged for new corporate initiatives, which would make future challenges non-existant. Implementation remains on track.

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