Enabling-Technology Consulting
Technology-Rich versus Technology-Enabled Operations
IBF Management Consulting Services ensure technology will enable and support the operations with appropriate prioritization that is matched against the migration path of the operations:
Functional Analysis - functional requirements that will enable the transformation of call centers and back-offices into world-class, customer contact organizations.
Vendor Selection - preparation of RFI/RFP, short-listing and managing the selection of application vendors that will support the stated operational objectives.
Application Architecture - considers the breadth of applications and functional integration required for seamless transaction processing and workflow.
Web Development - staff augmentation for developing web sites and web-based applications.
Technology Users Forum - establishing a cross-organizational forum that addresses the technology needs and issues within the operations. Also, a method of leveraging solutions across the enterprise and facilitating effective deployment.
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Supporting the various functional areas...
- Sales & Support:
- General Inquiry
- Order Management
- Sales/Telemarketing
- Administrative Support
- Cash Management:
- Billing Inquiry
- Bad Debt Prevention
- Outbound Collections
- Accounts Receivables
- Maintenance & Repair:
- Trouble Receipt
- Trouble Tracking
- Help Desk
- Field Services Dispatch
- Billing Services:
- Data Processing
- Audits & Controls
- Invoice Preparation
- Distribution
...the corresponding transactions and workflow...
- Transactions:
- Orders
- Service Requests
- Contracts
- Invoices
- Payments
- Adjustments
- Customer Reference
- Workflow:
- Sales
- Ordering
- Problem Handling
- Customer QoS Management
- Invoicing & Collection
...and the breadth of technology applications for all customer contact methods (both employee- and customer-facing technologies)...
- Blended Communications Infrastructure
- Request Management
- Enterprise Contact Distribution
- Knowledge Management
- Operations Monitoring & Administration
- Campaign Management
- Transaction Activity & Workflow/Process Automation
- Contact Management
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