Selected Projects
HUNTSINGER ASSOCIATES projects span advisory, analysis, planning, and implementation of complex customer operations transformations.
F500 Enterprise Technology Company. Multi-vendor call center outsourcing strategy. Call center and online support operations optimization and process introduction across 70M customers, 36 call centers, 9000 agents, and 2M transactions per month. Business plan development. New service launches. Reporting standards. Customer care website and associated service products. Call center infrastructure. ROI analysis. Partner relationship management.
Results: 15% increase in worldwide customer loyalty scores, $10M overall cost take-out, and 10% year-to-year cost-to-serve reduction. $5M revenue from associated business development.
F500 Security Software Company. Multi-vendor call center outsourcing strategy. Call center operations optimization and process introduction across 9 call centers, 600 agents, and 200K transactions per month. Business plan development. New service launches. Reporting standards. Outsourcing agreement optimization. Telesales performance improvement programs. ROI analysis. Partner relationship management.
Results: telesales performance, customer satisfaction, service level, and resolution rate improvements of over 10%/month, and cost take-out of $2M/year on $25M budget.
Medical Device Technology Multi-National. Enterprise-wide business process transformation initiative spanning sales & marketing, manufacturing, customer service, and finance. Call center operations optimization. ROI analysis and process mapping.
Results: new scalable business processes, governance standards, and multi-million $ operating expense improvements.
US Department of Energy. Operational improvement plan for bio-fuel DNA sequencing factory at Joint Genome Institute. Workflow optimization. Capacity management optimization. Business process analysis. Production management system integration. Forecasting model and simulation development. Change management.
Results: approval of multi-million $ implementation program, and projected significant throughput improvements.
Enterprise Storage Technology Multi-National. Worldwide marketing operations optimization. Campaign workflow optimization. Customer data management optimization. Business process analysis. CRM strategy and system integration.
Results: cross-geography marketing budget synchronization and significant time-to-market improvements.
F500 Enterprise Technology Company. New software and network services offering. Call center performance analysis. Business plan, operations model, marketing campaign, and pilot management. ROI analysis.
Results: measurable customer retention improvements, and projected tens-of-million $ incremental sales.
F500 Business Intelligence Software Company. New sales channel strategy analysis. Market coverage analysis. Financial model development.
Results: approval of $5M implementation program, and projected tens-of-million $ incremental sales.
Enterprise Storage Technology Multi-National. Strategic alignment and annual business plan for worldwide marketing function. Metrics management and reporting. Messaging development. Market segmentation analysis. Significant business process improvements across worldwide marketing operations.
Results: annual budget release and adoption of process and system recommendations.
F500 Business Intelligence Software Company. Sales support and financial modeling. Customer ROI analysis.
Results: several $500K+ software license sales from associated business development.