Success Stories

Our client’s success in meeting their goals is our most important objective.

Trillium Helps Airline Improve its Customer Experience Using Analytics

Trillium Helps Airline Improve its Customer Experience Using Analytics

Trillium was contacted by a large airline that believed strongly in rewarding its employees for their performance.  However, despite spending significant capital on reward programs, and having a highly engaged workforce, they were having issues ensuring their funds were well-spent, since their customers experience was not performing or improving at anticipated levels.

Our client was looking for a fast-track, analytical, and objective method of reviewing the employee engagement program to determine what could be done to positively impact the customer experience.  The results of the analysis would help determine a path forward for enhancing the impact of its programs.

How We Solved It

The client engaged Trillium to review and assess its customer experience process using Xpedition’s proven diagnostic and assessment tool and recommend a path forward, including:

• Quickly diving into the customer service organization
• Reviewing results to quickly diagnose issues and identify prescriptive action
• Analyzing how technology was supporting the client’s objectives
• Developing a roadmap supporting the go-forward approach to addressing the gaps
• Defining standard baseline customer experience data going forward
• Identifying new technology tools to enhance customer experience
• Aligning rewards and recognition programs directly to customer needs

Results

  • Increased customer experience scores by 15 % year over year
  • Improved customer experience increased the financial value of the organization
  • Improved employee engagement with introduction of modified programs and rewards
  • Improved time to value for additional programs, using scalable Xpedition tools with a more accurate and complete understanding of the situat

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Managing Vendors to Drive Growth

Managing Vendors to Drive Growth

Trillium developed a vendor performance initiative to increase sales and drive growth of a Midwest-based general merchandise and grocery retailer. With over 200 locations and $12 billion in annual sales, this client is one of the largest of its kind but was actively expanding and needed to find ways to increase sales and drive margin growth.

Vendor performance was a key area in which it could drive significant business improvements and had spent 3 years conducting a series of pilots and short-term initiatives to ascertain which one would best meet their needs. They were caught in a cycle of analysis and were struggling to move forward. Trillium was engaged to help move them beyond the analysis phase and rapidly implement their vendor performance vision and initiative.

How We Solved It

Trillium developed a strategy to structure the client’s vendor performance vision and accompanying collaborative processes to jump-start deployment

Results

  • Produced vendor performance strategy to drive business improvement
  • Built automated vendor measurement tools
  • Helped client immediately realize $2.2M+ in benefits with the possibility of annual savings of $100M+

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Giving Users the Power of Automated Provisioning

Giving Users the Power of Automated Provisioning

This for-profit division of a major national Medical Association provides market, clinical, medical, and community information and research services to the healthcare and insurance industries, as well as consumers.  There are numerous health-related websites maintained for use by its members and the public.  Additionally, the client was developing a new online application to replace a paper volume of thousands of data points for its members and eventually for purchase to those outside the association, with a short implementation timeframe.  With a membership of several thousand, including the possibility of numerous users within each member, current provisioning applications and processes became unworkable, and were not robust enough to be used for a large number of users – not to mention that manual provisioning would have involved significant staff additions.  It was determined that the best solution would be a single user provisioning and access control system that could be initially deployed for the new application, and then deployed for the rest of the Association’s applications.

On the technical side, because of the number of new users that would require provisioning, the already over-taxed IT Department simply did not have the capacity to support the functionality needed.  The association’s staff and IT department had their own technical frustrations with their own provisioning system.  Since previous to this endeavor the client was only responsible for provisioning internal users, they had nothing in place to provision thousands of users in a reasonable, cost-effective manner and required an automated system that could address internal as well as self-service provisioning at member organizations. An automated provisioning system would give the client flexibility in its access control, along with giving its members the ability to control provisioning for the members’ own users. 

How We Solved It

Trillium performed a rigorous technical review and requirements analysis prior to leading a fast-track selection process to identify the best provisioning solution for the client’s needs.  The review confirmed that an open-source solution would best serve the client’s needs both from technical and financial standpoints.  Then, the selection process was conducted to identify the best implementation partner for the identified open-source solution.  The partner chosen will have an ongoing client relationship both for provisioning build and as a maintenance partner, working on a fast-track implementation schedule.

Results

  • Client has an open-source application for user provisioning and access control, along with its implementation partner
  • Implementation of a standard provisioning system allowed client to begin to replace older custom provisioning systems and manual processes.
  • Client met the deployment schedule for its new online application with its new provisioning system in place

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Trillium Helps Utility Agency Improve Customer Relations

Trillium Helps Utility Agency Improve Customer Relations

Trillium’s Client is a large public utility company having issues with customer relations.  Specifically, when the client had outages, customers were informed about these outages via a non-secure social media platform.  Process was lacking, and there was no difference in notifications for residential and commercial accounts, despite them having different revenue and volume models.  Also, the client had call center staffing issues due to inadequate training and retirements, and no internal personnel handling customer service applications.  Further taxing the staff was the installation of automated meters throughout the customer base.  Given the regulatory nature of the client’s business, all these issues were causing problems for the client. 

Client management proactively determined they needed to address these issues and develop a new, standard customer relations approach moving forward. 

How We Solved It

Trillium worked with the Client using our proven/structure review process and developed a new customer relations approach, including:

    Creating a current state roadmap of customer relations, including process and staffing gaps
    Generating use cases and requirements for a new customer relations platform using Trillium’s proven Technology Selection process, documenting the specific needs for residential and commercial accounts
    Researching and vetting the best customer relations platforms that met the client’s requirements for current and prospective customers
    Coordinated staffing needs for contact center, including training
    Updating the roadmap with the new customer relations processes
    Deploying a cloud-based customer relations platform that met the client’s needs

 

Results

  • Deployment of a cloud-based customer relations application for the Client’s customers, meeting the needs for both residential and commercial
  • Developed customer service training and staffing processes so staff could be deployed as needed
  • Client was able to contact its customers securely for any communication needs
  • Updatable, documented process maps simplified ongoing process and procedure changes

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