A comprehensive outsourcing services business had been growing rapidly but was confronted with operational hurdles as a result. They had a growing backlog of clients, and the longer it took them to onboard those clients, the longer it took to receive revenue.
Executives felt the business was not sustainable without assistance.
They engaged Carpedia with the goal of accelerating their ability to manage a fast-growing business.
Carpedia partnered with the client to re-stabilize the business with improved quality, service, employee morale, and productivity.
Key changes included:
- Implemented structural changes, including the creation of a fully functional call center
- Implemented real time tracking of payroll related tasks
- Improved the onboarding process to improve quality and service to the customer from the outset
- Created prioritization of tasks based on customer billing cycle (weekly, bi-weekly, monthly)
- Created resource planning tools to understand differences between accounts and plan accordingly
- Improved management planning, communication and problem solving through Carpedia College and on-the-job coaching
The Results
The engagement exceeded the project goals. It gave the client the tools and training needed to sustain the decreased backlog and shortened time to start projects while confidently continuing their aggressive growth.
Specific results included:
- 36% Decrease in average weeks to start
- 14% increase in productivity for payroll specialists
- 74% increase in employee morale
- 14% decrease in on boarding backlog
