Recent Binet Business Consulting assignments have included:
- Developing recommendations to a high-profile infrastructure maintenance organisation for the redesign of and technology support to their Service Management and Despatch functions. This included SLA management and escalation and automated despatch of work orders to the mobile workers.
- Defining, selecting and managing the implementation of the infrastructure for a major multi-level marketing organisation that amalgamated their Australasian contact centre operations at a single site in East Tamaki, Auckland. Ongoing assistance with further project phases. Click here to view a full case study of this assignment.
- Project Managing replacement PBX equipment into a number of installations, including amulti-site legal office, a major hotel and a radio station. ·
- Assisting a telecommunications equipment and service provider to improve the Service Management processes to ensure greater customer satisfaction, improved productivity and better internal reporting and KPI measurement.
- Assisting with of the development and Quality Assurance of equipment sales proposals.
- Peer review and opportunity assessment for an organisation who were considering 'productising' an internal Workflow and Contact Management software application for general market release.
- Undertaking a Feasibility Study for a consortium of major organisations into the establishment of a large telehousing facility.
- Developing a sales proposal for a New Zealand networks company to an overseas-based telecommunications organisation for network and facilities management services.
- Project Management to successful completion of the first major deliverables for the integration of two IT help desks for a major corporate, and the implementation of Vantive as the helpdesk CRM tool.
- Defining the Contact Centre requirements and selection of an outsource service provider for a startup e-business organisation.
- Defining the Customer Relationship Management business requirements for an organisation embarking upon an e-business strategy, and defining how these relate to their current call centre and retail POS environments.
- Investigating the Management Reporting available in a government department’s call centre, and recommending improvements to enable them to support the organisation’s strategic goals, including the planned move from a call centre to a multi-media contact centre.
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