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Case Studies
Success through Change - Representative Examples
01
Scaling Operations
In order to increase productivity and improve quality, a major children's apparel company decided to move from a paper-centric distribution strategy to an automated solution and asked Michael to lead the work. This digital transformation effort - a seven-figure investment - was completed within 6 months, came under budget, and the client increased throughput by 30%, and accuracy jumped from 97% to over 99.9%.
03
AI Integration for Efficiency
A maker of hard drives struggled with efficiency and quality in getting their customers warranty information around purchased hard drives. Under Michael's leadership, they implemented AI and automated the lookup process. The company was able to increase service levels to their users from minutes to seconds by providing immediate information on warranties, allowing users to make better decisions on repair vs replace options. The cost savings in human labor allowed them to achieve their ROI in less than 3 months and service reps increased their skill set in conversational AI optimization.
05
IT/eCommerce Outsourcing
A large printing company wanted to augment their offerings by moving many of their services online into an eCommerce platform targeting their B2B segment. They lacked the resources in-house and instead contracted Michael to project manage the entire initiative into a leading B2B branded product site, launching ahead of schedule and under budget.
02
Technology for Client Loyalty
One of the top 3 telecommunication giants was the first to transition from chat to asynchronous communication transforming their entire call center operations. They collaborated with Michael on the design of a tablet version of the messaging software so that sales reps could be more effective at their brick and mortar locations, providing a quick way for local customers to directly speak to their assigned store in their area thereby improving retention and loyalty from their subscribers.
04
Project Rescue
A Fortune 500 chemical company had found itself throwing good money after bad on a technology project that had gotten out of control. After spending over a hundred thousand dollars and being a year behind schedule, they brought in Michael to rescue the project. Michael recognized that they had to pivot away from third party vendors that were underdelivering and missing deadlines. He advised leadership that a custom design was unnecessary as they could achieve their goals with off-the-shelf solutions. While they suffered from sunk costs, they were able to take an unending project and get to closure within a few months while achieving the upgrade that they needed.
06
Digital Transformation
An established scientific supplier and distributor was interested in updating their time management paper-based process to improve work product tracking through to payroll processing via ADP. They brought in Michael to help them setup a new on-premise hosted solution that included new time clocks with biometric scanners, web-based entry, and IVR.