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. Trillium leveraged it’s industry leading project management skills to drive the implementation of the 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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Post-Acquisition IT Integration

Post-Acquisition IT Integration

Trillium Solutions Group’s IT Project Management expertise helped save this banking leader from major penalties. With nearly $90 billion in assets and thousands of retail locations, this client is one of the leading consumer and small business banks in the United States. Having recently completed the acquisition of another financial institution, our client was required to disconnect IT systems from the previous owner’s technical environment within a 12-month window. If the client missed that deadline, it would incur a financial penalty of $1 million per day.

Five months into the project it became clear that they would not complete the project on time with the current plans and approaches. A number of issues caused further complication, including limited experience with the new technology, an 1100-mile separation and the fact that the client was actually three different chartered banks in one corporate entity, each with it’s own unique set of legal requirements and technical limitations.  Our challenge was to resolve all these post-acquisition IT integration problems in time to avoid the costly penalties.

How We Solved It

A strategic approach to multi-company enabling with best practices for project governance and testing

Results

  • Saved the client millions of dollars per day by in potential penalties
  • Achieved $4 million in integration value
  • Reduced production defects by 30%

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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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