| FROM STAFF AUGMENTATION TO COMPLETE PROJECT SOLUTIONS, WE STRIVE TO EXCEED YOUR EXPECTATIONS. |
| FROM STAFF AUGMENTATION TO COMPLETE PROJECT SOLUTIONS, WE STRIVE TO EXCEED YOUR EXPECTATIONS. |
At FIOS our philosophy is not about selling services, but about making sure we
provide our clients with the right solutions for their business.
Case Study 1
Business Challenge
A fortune 500 telecom company was planning to release new functionality for its primary call center application. The testing organization was behind schedule in the testing of this application.
Solution
FIOS provided the point team to resolve technical issues with the application code and configuration management.
FIOS implemented process improvements between the development and test organizations.
Benefits
The testing time and labor costs were reduced by 50% based on the recommended process changes.
The process improvements were implemented by the testing organization for all future releases.
Business Challenge
A fortune 500 telecom company needed to increase its IT bench strength in its primary call center application.
Solution
FIOS provided a team of experienced developers, analysts and project leads. This team worked on a series of application releases which involved new functionality for the call centers. The FIOS team was recognized for their quality of code and technical expertise. FIOS’s role grew to the extent that it provided over 55% of the staff for this company’s primary call center application.
Benefits
The testing time and labor costs were reduced by 50% based on the recommended process changes.
The process improvements were implemented by the testing organization for all future releases.
Case Study 3
Business Challenge
A major international hotel and resort chain needed a cost effective, highly reliable system to facilitate communications between properties in over 40 countries and corporate systems.
Solution
FIOS provided the project management, analysis, design, development and implementation expertise for this highly complex web services / system integration project.
Benefits
Property locations worldwide are able to view and update reservation and customer preference information in real time.
Much higher levels of customer service and customer satisfaction were achieved.
The need to fax thousands of pages nightly to over 250 locations in over 40 countries was completely eliminated.
Case Study 4
Business Challenge
A leading health care insurer needed assistance in implementing the new corporate strategy focusing on improved customer relationships, new product introductions and enhanced operational efficiencies.
Solution
FIOS provided project leadership and subject matter expertise. Working closely with all levels of management and staff, FIOS developed and documented business process improvements, implemented a CRM package to support the new corporate strategies and introduced an e commerce channel to the client.
Benefits
Client has established itself as a lead player in the market.
Operational efficiencies improved by 15% in the first year.
Response times to customer queries decreased by over 50%.
Case Study 5
Business Challenge
Fortune 100 financial institution needed to implement a new CRM solution. The previous attempt by this company to implement a CRM solution did not pass the beta release by the customer due to missing functionality. Millions of dollars in development effort were lost by the company.
Solution
FIOS provided a team with both CRM and financial application expertise. This team was involved for the entire life cycle of the project (plan, analysis, design, build, test and implementation). FIOS partnered with the client to fully understand the business requirements.
Benefits
This team of FIOS IT professionals was able to:
Implement the CRM solution on schedule and budget.
Deliver the required business functionality.
Case Study 6
Business Challenge
A major international hotel and resort chain needed to expand its customer loyalty programs to meet the constantly changing expectations of the 5 million plus loyalty program members.
Solution
FIOS provided the project management that lead the design, development and implementation effort.
Benefits
The system was deployed at multiple call centers worldwide.
Call center efficiencies improved by over 20% in the first year.
Newly designed databases captured extensive customer data, enabling the development of sophisticated Business Intelligence reporting.
Sales and Marketing saved over $10 million in direct marketing and promotions programs.
Case Study 7
Business Challenge
A Kansas City based utility company needed to migrate their customer financial and billing data from a legacy database to a new database. The legacy database was not appropriately designed to managing and evolving business requirements of this growing company. As a result, incorrect billing data was being sent to the customer.
Solution
FIOS partnered with the development team to provide experienced resources for the analysis, design and development of the new customer financial and billing database.
The new database application was designed to be flexible enough to support future business requirements.
In addition, FIOS provided resources to design and create the reports needed to run their marketing information systems.
Benefits
The utility company’s customer experience was enhanced due to improvements in the billing system.
