Value for money

A global manufacturing firm engaged Compass to analyze its Service Desk, with a particular focus on assessing user perceptions. Recommendations included recruiting agents with specific skill sets, and implementing practices to improve incident management.

Compass assessed the distributed services of a large, global insurance provider, focusing on the desktop environment, hardware and software, and problem management and support services. User surveys provided insight into customer satisfaction issues.

Retail banks today have re-focused attention on branch network profitability, both through higher sales as well as through cost reduction through streamlining and process automation/ centralization. But a renewed emphasis on branch efficiency raises a challenge: how to raise productivity without adversely impacting the consumer experience.

A leading North American healthcare provider engaged Compass to analyze its internal network services delivery function against world-class organizations – both in-house and outsourced – and to provide an objective and independent perspective on how to further enhance cost efficiency and/or improve services.