SAMPLE Projects


- Performed analysis and defined strategies for specific contact center challenges including; reduction of attrition and absenteeism, utilization of universal agents, expansion of agent work from home program, and improvement of workforce effectiveness for clients across a variety of industries.
- Performed strategic assessment of current technology platforms and developed roadmap for future technology enhancements/acquisitions for client in education industry.
- Developed business requirements and managed RFP process for new cloud contact center platform for multiple clients in financial services industry.
- Developed omnichannel strategy for client in auto industry. Specific areas of focus included; improving current channels, adding new channels, and implementing infrastructure to support an omnichannel environment.
- Performed contact center assessment, assisted defining new service delivery model. Currently assisting with the implementation of the new model including design of organization, process reengineering, technology enhancements, etc. 
- Performed contact center assessment, defined roadmap for short- and long-term operational improvements, developed staffing model, and outlined multiple strategies to support growth of contact center for client in specialized healthcare industry. Follow-up engagements included follow-up work on development/implementation of contact center growth strategy, developing requirements for new contact center facility, and supporting the build out and opening of the new contact center facility.
- Performed contact center assessment, defined roadmap for short- and long-term operational improvements, initiated development of quality monitoring program, and recommended organizational structure changes to support strategic objectives for client in animal healthcare industry.
- Performed operational gap analysis and developed strategic roadmap for major grocery retailer with projected growth in excess of 40% during next 3 years.
- Supported evaluation, selection, and contracting of contact center outsource partner for client in education industry.
- Developed business requirements for new contact center software system, redesigned call flows, and performed “Best Practice” gap analysis for major educational testing organization.
- Developed strategic plan for the consolidation of 60+satellite call centers into centralized organization for major healthcare provider.
- Performed gap analysis and designed strategic roadmap for client in education industry to move from simple inbound call center to complex multi-channel contact center.
- Developed service gap analysis and created roadmap supporting merger of two Fortune 500 companies in the airline industry.
- Provided services to numerous private equity and consulting firms on the state of the contact center industry and key technology trends including cloud/premise based solutions, use of speech analytics, etc.
- Led numerous contact center capacity and design (Centers of Excellence) initiatives driving organizational restructuring and contact center consolidation leading to multi-million dollar expense reductions and improved customer experience.
- Oversaw the rewrite of a complex claims processing system resulting in cost reductions of 20% as a result of reduced average handle time along with significantly improving the customer experience. 
- Implemented numerous self-service initiatives including voice response and the capability of handling and adjudicating insurance claims on the web.
- Successfully opened call center in Albany, Oregon six weeks following signing of lease and awarded “Key” to the city for creation of 300+ jobs and positive impact to community.


How SJS Solutions, LLC Can Help You


- Short term engagements to address a specific challenge

- Long term engagement to support a strategic initiative

- On-site, remote, and telephone engagements

- Please contact us by telephone 610-636-1613 or email scott.sachs@sjssolutions.net for an initial consultation