Contact Center Outsourcing Services: Case Studies
- Arkansas BreastCare
- With EDS’ help, Arkansas BreastCare increased program enrollment four-fold, helping 17,000 uninsured and under-insured women across the state access the resources and treatment they need to keep breast and cervical cancer at bay.
- Bank of Canada
- When the Bank of Canada wanted to lower operational costs associated with managing its Retail Debt Program (RDP), outsource its call center and bond registry and increase the program’s flexibility, it called on EDS.
- Canadian Imperial Bank of Commerce
- Because of its network of disparate HR systems and processes, CIBC’s HR service delivery had grown increasingly complex and inefficient. So, the bank set out to reinvent its HR strategy. CIBC transformed HR thanks in part to outsourcing partner EDS.
- Dow Chemical Company
- For more than 10 years, Dow has relied on EDS for the innovation, management and support needed to run a complex, call and contact center. The relationship between Dow and EDS has been an unqualified success, producing efficiencies and cost savings for Dow far exceeding expectations.
- FranklinCovey
- “Seek first to understand.” It is one of FranklinCovey’s tenets for living and working effectively. It also describes EDS’ approach to working with the company.
- Global Defense Company
- When this global defense company was asked to help build what may be the last manned U.S. fighter plane, it chose IT partner EDS to deliver a complete, ready-to-run solution to meet the demands of the program. EDS helped with aerospace design and engineering software and a fully managed workstation environment at substantial cost savings.
- Insurance and Investment Company
- To improve its technology and operational support model, this company decided to outsource operations related to its closed block of policies. EDS and its Best Shore® solution proved to be the right answer.
- Leading European Car Manufacturer
- To cut costs and ensure a consistent response to vehicle problems, this manufacturer turned to EDS for help implementing a single continentwide customer-service operation.
- Leading Publishing Company
- Confronted with spiraling product fulfillment and distribution costs and limited customer service functionality, a publishing company needed to maximize its IT investment, reduce costs and improve customer service.
- Luxury Automaker
- An automaker had high demands for the quality of its vehicles and customer service. But the company’s roadside assistance program wasn’t meeting expectations.
- Major Mail-Order Company
- As its sales grew, this mail-order retailer had trouble managing order fulfillment and rising customer-care costs. Outsourcing to EDS provided a cost-effective solution – without sacrificing service.
- MERSCORP, Inc.
- EDS helped MERSCORP, an online method for trading and delivering mortgages in the U.S., strengthen its value to the industry and improve its performance through a Best ShoreSM approach to call center management, upgraded financial process management and a wireless Web.
- Ontario Tourism Marketing Partnership Corporation (OTMPC)
- In order to promote greater tourism in Ontario, the Ontario Tourism Marketing Partnership Corporation (OTMPC) wanted to upgrade its consumer and business partner Web sites. It also wanted to provide excellent support to contacts the sites generated.
- Post Office Ltd.
- When the United Kingdom decided to enact policy that would ensure financial inclusion to the entire population, Post Office Ltd. worked with the government to deliver the policy with EDS' support. Together, they launched the innovative card account at Post Office® service employing proven electronic transfer and smart-card technologies.
- U.S. Wireless Provider
- When market growth threatened to overwhelm this wireless provider’s BlackBerry® support call center and compromise customer service, the company relied on the EDS help desk culture to rebuild its relationships with customers and accommodate growth at the same time.
- U.S.-based Automaker
- For this company’s EDS-staffed customer assistance center (CAC), EDS implemented a powerful Siebel CRM solution that improves customer contacts, supports multiple e-commerce opportunities and increases productivity.
- Visanet
- With EDS' help, Visanet processes more than 2 billion transactions a year. Visanet was formed in 1996 to handle all Visa credit and debit card transactions in Brazil. From the beginning, the company teamed with EDS to provide a comprehensive, industry-best outsourcing solution, from fast, reliable and secure transaction processing to call center support.