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Success Stories > Transportation/Airline Industry

A recognized leader in the Airline Industry, this customer has consistently maintained its market leadership role through the cost effective delivery of passenger and cargo transportation services.

Challenge: The customer believed its Customer Service Department was spending too much time on non-revenue generating tasks, as well as on software application tasks that were extremely time consuming. Additionally, the Credit and Collection processes did not support the business requirements, and had reached the limits of growth. The challenges that faced were magnified by the growth strategy of the company and expectations to increase shareholder value. The customer wanted a lean and efficient customer service organization that would help the company compress cycle times and improve customer services responsiveness and quality.

Solution: A joint team of customer and Fulcrum specialists identified a number of issues and improvements that were needed. During the analysis phase, the project focused on six work streams: four in Processes and Technology, two in Training and Organization. Fulcrum discovered 150 opportunities for improvement by using several diagnostic tools including "A Day in the Life", "Brown Paper" idea generation sessions, surveys, executive interviews and data probes.

During implementation, a joint customer and Fulcrum team designed and implemented process change and related system enhancements and recommended next steps that included development of Key Performance Indicators to monitor changes, improve overall management of processes and simulate future improvements

Results: Customer utilized Fulcrum to deliver all dimensions of project, from strategy through implementation. Overall engagement satisfaction rating was 4.89 out of 5.0 (5 being the best).

Customer recovered full project cost after 4 month period due to process improvements.

Customer service roles are now aligned with overall business direction and goals to build stronger relationships.