The critical success factor for all businesses is to focus on customer service and sales. Far too often, businesses are forced to divert attention to operational issues rather than to customers. Business Process Outsourcing provides an option for reduced costs and, most importantly, the refocusing of attention to the customer. Significant cost savings are likely for functions that are non-customer facing, while customer facing transactions can also be outsourced for consistent and effective delivery. To create a focus on customer service and sales and to realize significant cost reduction simultaneously, BPO has proven to be an effective strategy.
LoBue has worked with leading Business Process Outsourcing firms and their clients to streamline processes and improve service. Having been involved on both sides of the BPO relationship (provider and customer), LoBue is highly effective in recognizing opportunities for both.
LoBue has helped it's Clients to outsource many functions, Including:
Recognizing Outsource Opportunities
While BPO is an effective strategy for many, it is not a universal solution for all. Depending upon the product or service offering, certain functions may be considered mission-critical to some and not to others. In order to assess opportunities for outsourcing, The LoBue Program Includes:
Improving Cost and Service of BPO Organizations
The LoBue Productivity and Service Improvement (PSI) methodology is optimally suited for BPO organizations. Detailed process analysis and improvements result in service improvements critical to maintaining competitiveness in the industry.
Major Transaction Processing Company Bank, Retail, Government, Transaction Processor and Outsource Contact Center Processor.
The new management team of a transaction processing company engaged LoBue Group to evaluate the entire operating base of the company, including technology, sales and marketing, operations, organization structure and location strategy.
The entire business was redesigned, including a realignment of the organization to improve market penetration, resulting in dramatically improved financial performance. Direct expenses reduced over $50 million and stock price improved over 300%.
Productivity and Service Improvement of Back Office Operations of a Large Regional Bank
A complete review of the back-office operations for a US Regional bank resulted in the outsourcing of multiple functions. LoBue recognized and quantified significant opportunity for outsourcing functions in order to reduce cost and improve service. An analysis was conducted to determine the potential for in-house enhancements and to calculate the full costs. Functions were outsourced to three separate vendors and included:
The resulting cost savings allowed for a ten month payback of all consulting fees.