Information Technology Solutions

Operations Issue How to design, develop and implement global project strategy and milestones for a global roll-out of a new CRM enterprise software, systems integration with call center functionality. The mission critical issue was to integrate the multi-channel systems with global IT enterprise program service architecture and data governance compliance. Operations Strategy With our OGG strategic intelligence and best-in-class solutions resulted in economic and performance acceleration by raising the bar of excellence through call center efficiency, increased performance, talk time accuracy and financial cost containment with an immediate impact on the company’s P&L statements.

Project Charter The OGG CRM Operations and IT systems team was responsible for designing, developing and implementing enterprise systems and milestones including; master planning, software applications, financial performance and PMO project management, global dashboard, design decision support (DDS), EVA, capital budget reductions, performance benchmarking and project management transition and transformation to a new U.S. call center. The critical success factors delivered: design, develop, integrate, implement, and train the new CRM system to 6000 employees in 18 months.

"We entrusted Opus Global

Group to manage our mission

critical IT PMO. With OGG’s IT

specialist, we were able to

enhance our IT service delivery

model with higher utilization rates

while significantly reducing our

total cost of ownership!"

Vice President, Fortune 1000

CPG Company

"The OGG Business Advisors

created unique insights into our

technology valuation and

integration strategies for our

M&A pre/post merger. Our target

merger involved complex

strategic valuations of financial

significance that could have

negatively impacted our capital

return on investment."

Vice President, Premier Mid-

Market Retailere

Telecom & Mobile Operations Strategy Case Study

Opus Global Group

Global Strategy and Management Consulting

This OGG operations strategy case study involves the fourth largest U.S broad line retailer with over 4000 stores in North America, and servicing customers in over 80 countries. The strategic project charter was to capture all requirements and implement a new CRM enterprise-class system and information asset supporting 15 business units, global teams and 6000 employees.

Accelerate Your Business Performance

Achievements The OGG operations strategy team shaped new operational improvement strategies for corporate stakeholders and executive management. The performance management improvements and enhanced business intelligence provided our U.S. retailer client with a new Best-in-Class performance efficiencies and financial bottom-line reporting results.

Managed CRM complex applications logic and IT systems. Developed PMO - IRR / ROI payback for corporate shareholders. 10% increase in agent connects/hour 9% reduction in overall agent call handle time 13% reduction in talk time - savings of 6 FTE 14% reduction in idle time Corporate Dashboard - A single customer view Generated $1.1M in net new revenues Reduced PMO expenses from 15% to 8.8% over six months Reduced and Eliminated U.K. staff expenses by $5,000/mo

With the help of The OGG Telecommunications and Mobile Strategy Team (TMST) our client mastered the complexities of CRM enterprise-wide information, business intelligence and operational performance improvements that is aligned with the global business goals and priorities of the CEO and their operational executive team.

"We decided to call OGG to

design and implement our

company performance

scorecard. OGG identified new

areas of optimal business

performance linked to our

financials to achieve a global

operational improvement with

benchmarking KPI’s."

CEO, Fortune 100 Life

Sciences Company

"I am extremely pleased with the

progress we have made in all

areas of our BPM engagement. It

has been a pleasure to work with

the consultants and specialists,

who do not treat our company as

another client, but actually take

ownership of the task at hand

and have it resolved.”

Thomas Tills

CEO, Tills Group

Opus Global Group

Global Strategy and Management Consulting

O U R S E R V I C E O F F E R I N G S

Opus Global Group, LLP | 3600 N. Lake Shore Suite 2608, Chicago, IL | Tel: 773.935.3583 | Fax: 973.201.9379 | | sales@opusglobal.net | blog.opusglobal.net | www.opusglobal.net |

Chicago – Madrid – Frankfurt – Sao Paulo

IT STRATEGY CONSULTING Our IT consulting services are aimed at accelerating your business performance through leveraging advanced technology solutions and services to achieve a maximum competitive advantage in the marketplace. PERFORMANCE MANAGEMENT Companies of all sizes across all industries use Opus Global Group to gain more insight into what drives better performance, identify areas that uncover hidden opportunities in their business.

MERGERS & ACQUISITIONS We help unleash the power of our clients’ enterprise information and business intelligence by strategy formulation and ROI analytics, then implementing the solutions and services to achieve improvements across the enterprise value chain. TRANSACTIONS ADVISORY With our dedicated management team of business specialists and thought leadership professionals, we provide insights to solving real problems to the complex business issues with a focus on accelerating our clients’ operational excellence.

Contact our OGG consultant at 1.773.935.3583 today for your free consultation and receive your confidential ROI business analysis for all your business services.