CANNON GROUP DELIVERS HOSTED CONTACT CENTER PLATFORM, SOURCING SUPPORT AND PROJECT MANAGEMENT FOR LEADING FORTUNE 500 COMPANY
Our client was seeking to transform the sales, services, and support functions across the enterprise. They envisioned a technology-enabled transformation and looked to Cannon Group for assistance. New business requirements, along with an aging and costly premise-based platform, were drivers to consider a more functional solution. Technology and vendor options needed to be quickly assessed to meet the business need and timeline. Targeted outcomes were set – a lower cost, cloud-based platform, significantly improved functionality, flexibility to grow over time and an accelerated deployment.
Cannon Group was chosen to manage the complex requirement gathering, procurement and deployment processes. Because multiple business unit and IT stakeholders were involved, Cannon Group’s approach included a review of each business unit, followed by a holistic assessment across the entire enterprise to identify requirements. Cannon Group identified providers that best matched with client requirements. Cannon Group then managed a competitive bid, negotiated price and service levels – a comprehensive undertaking with a tight timeframe. With each round of negotiations for the multiple vendors who competed, the Cannon Group team also performed highly complex financial modeling of baseline vs. proposed spend. Cannon Group then delivered those insights to our client in an easy-to-digest format to support an informed decision. In addition to facilitating vendor selection, and contract negotiations to get a vendor agreement signed, the Cannon Group team project managed the implementation and the turn-down of the premise equipment. Vendor coordination, issue resolution and escalation were needed to meet the targeted install date.
By replacing the premise-based contact center system, Cannon Group helped the customer achieve $1.5M (35%) in annual savings. Additionally, our client was able to deploy the cloud-based technology along with higher functionality. Added capabilities included integration with ServiceNow, Salesforce, and Oracle Cloud. Improved sales and customer support levels will be achieved along with opportunities to leverage additional functionality in the years ahead.
CANNON GROUP TAKES ON WATER AND INFRASTRUCTURE SERVICES COMPANY’S ENTIRE MOBILITY MANAGEMENT FUNCTION AND ACHIEVES 98% SATISFACTION RATE
A leading water and infrastructure services company was being spun-off and no longer had resources in place to stay on top of their mobility management. They needed a formal, fully outsourced program and a single point of contact to manage all aspects of their mobile estate and lead cost savings initiates.
They turned to Cannon Group for an end-to-end, fully outsourced mobility management program to handle everything from expense management and service fulfillment for devices to help desk support and much more. With deep mobility knowledge, Cannon’s dedicated consultant took control of the entire mobile environment. They established programs to ensure services and billing were fully optimized to reduce costs, implemented a company-wide portal to facilitate visibility and service change management, instituted regular governance meetings to ensure internal mobile projects were executed in a timely manner and offered ongoing employee access to a highly trained support center team.
By outsourcing their mobility management function to Cannon, the client now has a repeatable process to deliver workload efficiencies and cost savings. The result: a 98% internal customer satisfaction rating.
CANNON GROUP HELPS LEADING PROPANE COMPANY ACHIEVE 10X BANDWIDTH INCREASE AND 10% REDUCTION IN COMMUNICATIONS SPENDING
America’s largest propane company grows its business in large part through the acquisition of other high-quality propane companies across the country. With each acquisition, however, they inherit new communication technologies. As such, they needed a repeatable process that could identify the various technologies in place, pare it all down per the needs of internal customers and integrate into their current network. In an environment of high activity and constant change, their internal IT resources did not have the bandwidth to manage this complex undertaking on an ongoing basis. And the longer they waited after each acquisition to get a handle on the IT landscape, the more money they were wasting on technology that was not needed.
Cannon Group employed a tightly managed process to understand which technology was contractually in place, what services were deployed at which locations and which of those were still needed—along with all associated expenses. Cannon then partnered with the client to convert and integrate the remaining technology into the existing network.
Cannon Group redesigned how the customer manages changing systems, processes and technology across the entire business for greater savings and productivity. To date, the client has seen a 10X bandwidth increase with a 10% drop in communications spending.